Live Ops Support Engineer, Prime Video Playback Live Operations

Prime Video is a first-stop entertainment destination offering customers a vast collection of premium programming in one app available across thousands of devices. Prime members can customise their viewing experience and find their favourite movies series documentaries and live sports including Thursday Night Football the Premier League Champions League and Roland-Garros tennis; alongside Amazon MGM Studios-produced series and films; licensed fan favourites; and programming from Prime Video add-on subscriptions such as Discovery Paramount and BT Sport. All customers regardless of whether they have a Prime membership or not can rent or buy titles via the Prime Video Store and can enjoy even more content for free with ads.

Are you interested in shaping the future of entertainment Prime Videos technology teams are creating best-in-class digital video experiences.

The Live Playback Operations team are seeking a Support Engineer to own the operation and end-to-end monitoring of live events on Prime Video. The role involves working with internal and external partners to ensure the video signal for each event is received from the various partners routed through our encoding/packaging infrastructure and successfully delivered to customer devices. We use tools and consumer devices in fully-equipped operations centres to monitor every stage of the signal path.

As a Prime Video technologist youll have end-to-end ownership of the product user experience design and technology required to deliver state-of-the-art experiences for our customers. Youll get to work on projects that are fast-paced challenging and varied. Youll also be able to experiment with new possibilities take risks and collaborate with remarkable people.

Well look for you to bring your diverse perspectives ideas and skill-sets to make Prime Video even better for our customers. With global opportunities for talented technologists you can decide where a career in Prime Video Tech takes you!


Key job responsibilities
- Work with peers and other teams on high-severity active support issues prioritizing mitigation while investigating root-cause fixes
- Deliver reports to senior leadership
- Provide on-call support and act as point of escalation for high-severity issues
- Aid in the development and testing of operational tools and AI that improve efficiency through automation
- Customer notification and workflow co-ordination with follow-up to maintain service level agreements
- Creating and maintaining team specific knowledge-base articles and operational and training documentation
- Assist in the training of new support staff as the team grows
- This role requires working evenings weekends and holidays; depending on live event schedules.

A day in the life
A typical day could involve;
- Interacting with Prime Videos partners to root cause customer impacting incidents.
- Working with developers on development roadmaps setting priorities for backlog requests.
- Identifying and driving down recurring incidents through OE best practices.
- Representing the team when collaborating with adjacent teams across infrastructure/signal engineering solution architects and developers.
- Scripting and the use of AI to develop automation to improve the teams efficient use of tools.

About the team
Live Playback Operations work on a follow the sun model with team members located in Seattle London and Hyderabad providing 24/7/365 coverage. We cover a wide range of live events; NFL NBA MLB NHL UCL EPL Copa do Brasil Serie A Wimbledon and many more available world-wide on Prime Video. We are growing and hope you may be part of our exciting future!

- Knowledge of general AI tools
- Experience in software development or experience in technical support
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
- Experience working at a TV Network broadcaster or an online streaming platform specializing in digital video delivery or streaming media technologies

- Experience scripting in modern program languages
- Knowledge of distributed applications/enterprise applications
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience with video quality metric tools (i.e. TAG)
- Experience working in live sports

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