Live Ops Support Engineer, Prime Video Playback Live Operations

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 movies 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. 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.

Our Playback Operations team is looking for a passionate, results-oriented, hard-working and operationally focused Support Engineer to support the fast evolving and expanding video eco-system behind PV's live broadcasts. You will have an enormous opportunity to work within multiple systems, analyzing and identifying the common issues, and driving the teams towards resolution to have a positive impact on customer experience. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. The role encompasses providing production ticket support for multiple products and platforms, communications and troubleshooting assistance for third-party content providers, engineering development and testing support, and monitoring the health of PV's live streaming pipeline to execute the successful delivery of live content to our customers.

Key job responsibilities

1. Execute multiple live streaming broadcasts concurrently; be the sole owner of many live broadcasts for our customers making sure they have the highest quality experience.
2. Work with senior engineers and service teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes.
3. Understand technical aspects of streaming video systems and services and correlate a/v defects to root causes.
4. Deliver reports to senior leadership and follow up on post-event tasks.
5. Aid in the development and testing of operational tools that improve efficiency through automation.
6. Drive long-term solutions to issues and eliminate risk of recurrence.
7. Customer notification and workflow co-ordination with follow-up to maintain service level agreements.
8. Creating and maintaining team specific knowledge-base articles and operational and training documentation.
9. Onboarding new properties, ensure documentation is complete, tools are updated, and engineers trained prior to launch.

About the team

The Live Operations team delivers consistent, elite customer experiences which "just work" for everyday consumers. We build reliable, high performance live experiences, and we take ownership of the end-to-end live streaming experience- from the venue, through our encoding and delivery platform, out through PV's client applications. Our team makes a big impact because nothing is more important to us than pleasing our customers, continually earning their trust, and thinking long term. If you crave a sense of ownership, this is the place to be.

BASIC QUALIFICATIONS

1. Experience in technical support.
2. Experience providing technical support for streaming video delivery pipelines and OTT consumer devices.
3. Understanding of video encoding and transcoding technologies.
4. Experience with ticket creation, including incident management and metrics reporting.
5. Experience supporting microservices architecture.
6. Proven ability to troubleshoot and identify the root cause of issues. You're a natural problem solver!
7. Demonstrated skill and passion for operational excellence, efficiency, and process improvement.
8. Clear and concise verbal and written communication skills, and experience writing process and training documentation and technical papers.
9. Strong organizational skills and a proven ability to multi-task.

PREFERRED QUALIFICATIONS

1. Experience driving collaborative projects from conception to delivery.
2. Fundamental knowledge of AWS technologies and networking concepts.
3. Experience with on-site, live video production or master control facility.
4. Experience in a technical customer support role.
5. Experience in a technical QA role.
6. Experience working in live sports.
7. Experience with software development or scripting in common languages like JavaScript/React/Typescript or Python.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.