Support Engineer, Prime Video, Catalog Support Engineering

DESCRIPTION

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. Prime Video offers customers thousands of popular movies and TV shows from Originals and Exclusive content to exciting live sports events. Prime Video also offers 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 240 countries and territories worldwide.

The Catalog Support Engineering team in Prime Video works in a dynamic and global environment where innovating on behalf of our customers is at the heart of everything we do. Prime Video (PV) is focused on delivering the world's largest selection of digital video with the best possible quality. To successfully help Prime Video get there, we are looking for high-calibre Support Engineers. Our work has a direct impact on the experience of millions of global Prime Video customers and it presents some of the most interesting engineering challenges within the PV organization. Innovation is key on this team and we are looking for technically savvy individuals with the ability to deliver simple solutions to complex problems.

Key job responsibilities
Support Engineers in the Prime Video Supply Chain provide front line support of business-critical services responsible for end-to-end digital video product delivery on Prime Video. You will be responsible for managing existing distributed systems, diagnosing issues with digital products and taking action to mitigate the issues. Issue resolution will be achieved through a combination of documented procedures, internal tooling, and debugging skills in a Linux-based environment to provide rotating 24x7 on-call operational coverage of the system. You will monitor system performance and perform change management and troubleshooting activities to triage and resolve catalogue defects and issues.

A day in the life
As a Support Engineer you will:

1. Become a subject matter expert on one or more services.
2. Own support activities for these services and regularly work with development teams to establish and improve service support.
3. Operate with limited guidance from management and help drive issues to resolution.
4. Understand the business logic and architecture of your supported services that enable you to regularly resolve undocumented trouble tickets.
5. Provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities.

About the team
The Catalog Support Engineering team in Prime Video is responsible for the triage and mitigation of any complex title issues. Issues could be on the video (missing or incorrect), audio (e.g., audio/video out of sync, incorrect or missing), subtitles (subtitle/audio out-of-sync, spelling/grammar issues), artwork (incorrect), offers (incorrect or missing prices) amongst many others. These defects are detected on all titles using Computer Vision, Machine Learning, internal QA teams, customers or partners.

BASIC QUALIFICATIONS

1. Experience in a technical support or software engineering role
2. Experience scripting in modern programming languages (Python, Bash, etc.)
3. Experience troubleshooting and debugging technical systems

PREFERRED QUALIFICATIONS

1. Bachelor in Computer Science or equivalent
2. Proficiency in Linux/Unix OS
3. SQL and data analytics
4. Excellent verbal and written communication skills
5. Self-starter with strong ownership in delivering results
6. Competent in supporting processes, SLAs, issue resolution, monitoring, and metrics

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