Live Ops Support Engineer, Prime Video Playback Live Operations

Come build the future of entertainment with us. Are you interested in shaping the future of live events and television? Do you want to define the next generation of how and what Amazon customers are watching?

Prime Video is a premium streaming service that offers customers a vast collection of TV shows and movies - all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows including Amazon Originals and exclusive licensed content to exciting live sports events. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at anytime and to rent or buy new release movies and TV box sets on the Prime Video Store. Prime Video is a fast-paced, growth business - available in over 200 countries and territories worldwide. The team works in a dynamic environment where innovating on behalf of our customers is at the heart of everything we do. If this sounds exciting to you, please read on.

Key job responsibilities
- Deliver live sports and music events to a high standard globally
- Work with internal and external partners to perform pre-event checks and triage any audio/video or OTT issues.
- Own support activities for services and regularly work with development teams to establish and improve service support.
- Operate with limited guidance from management and drive issues to resolution.
- Aid in the development and testing of operational tools that improve efficiency through automation
- Contribute to the creation and improvement of support documentation.
- Assist in the training and development of new staff
- Create and interpret metrics that measure support success and service performance.
- You have a strong aptitude for trouble shooting and problem solving.

A day in the life
A typical day in the Amazon Video Operations Center (AVOC) begins with prepping monitoring for linear stations available on Primve video or testing incoming feeds for live events that day - Events such as; NBA, NFL, UCL, Premier League football, Music Concerts and much more
During the event(s), playback is continuously monitored using automated alerts along with more traditional forms of broadcast monitoring Should an issue arise Amazon has a highly skilled global team of engineers and developers whom our support engineers work with to quickly mitigate and resolve any issues, to prevent disruption to customers.
Post event, support engineers collate any relevant data points and communicate these out to stakeholders.

About the team
Our primary goal is to deliver a stellar viewing experience for our customers by broadcasting 'disruption-free' live events. When issues arise, we bias on the side of mitigation so that the customer experience can be restored quickly. These are live events…and speed matters
In addition to executing live events on a daily basis, we also keep an eye on the future.
Execution - We are always looking ahead five quarters to ensure we have trained teams ready to operate all committed events. We regularly review our operations to identify opportunities to improve operator efficiency and performance.

Basic Qualifications:
- Experience troubleshooting and debugging technical systems
- Experience in development or technical support
- 3+ years of technical support experience
- Knowledge of SVOD or OTT video services
- Experience communicating technical details verbally and in writing
- Experience developing customer relationships and influencing key decision-makers
- Experience supporting microservices architecture
- Proven ability to troubleshoot and identify the root cause of issues. You're a natural problem solver
- Demonstrated skill and passion for operational excellence, efficiency, and process improvement

Preferred Qualifications:
- Knowledge of web services, distributed systems, and web application development
- Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging and familiarity with reading/pulling device logs
- Experience with video encoding and streaming media standards
- Knowledge of digital video files including color space, codecs, bit-rates, etc.
- Knowledge of AWS or cloud technologies
- Experience in technical support
- Experience in testing and QA environments
- Experience in software development, or experience scripting in one or more language (e.g. Bash, Python, Perl, Ruby)
- Experience of a live streaming or live production environment with exposure to video encoding, signal acquisition.
- Experience working in live sports

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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