Live Ops Support Engineer, Prime Video, Live Playback Operations

Key job responsibilities

• Work with peers and other teams on high-severity, active support issues, prioritising 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 that improve efficiency through automation
• Ownership of one or more systems or tools
• Customer notification and workflow coordination with follow-up to maintain service level agreements
• Create and maintain team-specific knowledge-base articles and operational and training documentation
• Assist in the training of new support staff as the team grows

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, concerts, and much more, available world-wide on Prime Video. We are growing, and hope you may be part of our exciting future!

Basic Qualifications

• 4+ years of software development, or 4+ years of technical support experience
• Experience scripting in modern program languages
• Experience troubleshooting and debugging technical systems
• 4+ years experience with technical support in a live streaming environment; knowledge of video encoding and delivery, acquisition, codecs, adaptive bit rate video playback, common streaming protocols, software support, and related troubleshooting and escalation.

Preferred Qualifications

Experience with live broadcast production, transmission, working in a NOC or MCR (Master Control)

About Us

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers.