Live Ops Support Engineer, Prime Video Playback Live Operations

Live Ops Support Engineer, Prime Video Playback Live OperationsCome 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 thousands of popular movies and TV shows including Amazon Originals, exclusive licensed content, and exciting live sports events. We also offer members the opportunity to subscribe to add‑on channels which they can cancel at any time, 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 responsibilitiesDeliver live sports and music events to a high standard globallyWork with internal and external partners to perform pre‑event checks and triage any audio/video or OTT issuesOwn support activities for services and regularly work with development teams to establish and improve service supportOperate with limited guidance from management and drive issues to resolutionAid in the development and testing of operational tools that improve efficiency through automationContribute to the creation and improvement of support documentationAssist in the training and development of new staffCreate and interpret metrics that measure support success and service performanceHave a strong aptitude for troubleshooting and problem solvingA day in the lifeA typical day in the Amazon Video Operations Center (AVOC) begins with prepping monitoring for linear stations available on Prime Video or testing incoming feeds for live events that day – events such as NBA, NFL, UEFA Champions League, Premier League football, music concerts, and more. During the event(s), playback is continuously monitored using automated alerts along with traditional forms of broadcast monitoring. If an issue arises, Amazon has a highly skilled global team of engineers and developers who support engineers work with to quickly mitigate and resolve any issues, preventing disruption to customers. Post event, support engineers collate relevant data points and communicate these out to stakeholders.About the teamOur 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 – 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 QualificationsExperience troubleshooting and debugging technical systemsExperience in development or technical support3+ years of technical support experienceKnowledge of SVOD or OTT video servicesExperience supporting microservices architectureProven ability to troubleshoot and identify the root cause of issues – natural problem solverDemonstrated skill and passion for operational excellence, efficiency, and process improvementPreferred QualificationsKnowledge of web services, distributed systems, and web application developmentExperience working with device technologies under development, familiarity with flashing firmware, basic device debugging and familiarity with reading/pulling device logsExperience of a live streaming or live production environment with exposure to video encoding, signal acquisitionExperience working in live sportsOur 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.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.#J-18808-Ljbffr