Amazon
Live Ops Support Engineer, Prime Video, Live Playback Operations
Amazon, Phoenix, Arizona, United States, 85003
Live Ops Support Engineer, Prime Video, Live Playback Operations
Job ID: 3122780 | Amazon.com Services LLC
The Live Playback Operations team is seeking a Support Engineer to own the operation and end‑to‑end monitoring of live events on Prime Video. The role involves working with internal and external partners to ensure the video signal for each event is received, routed through our encoding/packaging infrastructure, and successfully delivered to customer devices on‑site from our fully‑equipped, industry‑leading operations centers. Prime Video is the first‑stop entertainment destination offering customers a vast collection of premium programming in one app available across thousands of devices. Prime members can customize their viewing experience and find their favorite movies, series, documentaries, and live sports—including Amazon MGM Studios‑produced series and movies, licensed fan favorites, and programming from Prime Video add‑on subscriptions such as Apple TV+, Max, Crunchyroll, and MGM+. All customers, whether they have a Prime membership or not, can rent or buy titles via the Prime Video Store and enjoy additional free content with ads.
Are you interested in shaping the future of entertainment? Prime Video's technology teams are creating best‑in‑class digital video experience. As a Live Ops Support Engineer, you’ll have end‑to‑end ownership of the product, user experience, design, and technology required to deliver state‑of‑the‑art experiences for our customers. You’ll work on fast‑paced, challenging, and varied projects, experiment with new possibilities, take risks, and collaborate with remarkable people. We’ll look for you to bring your diverse perspectives, ideas, and skill‑sets to make Prime Video even better.
Key job responsibilities
Work with peers and other teams on high‑severity, active support issues, prioritizing mitigation while investigating root‑cause fixes.
Deliver reports to senior leadership.
Aid in the development and testing of operational tools and AI‑powered workflows that improve efficiency through automation.
Customer notification and workflow coordination with follow‑up to maintain service level agreements.
Creating and maintaining team‑specific knowledge‑base articles and operational and training documentation.
Assist in the training of new support staff as the team grows.
This role requires working evenings, weekends, and holidays, depending on live event schedules.
A day in the life
Interacting with Prime Video's partners to root cause customer‑impacting incidents.
Managing ticket queues to ensure issues are addressed quickly, well documented, and tracked for long‑term, iterative improvement.
Working with developers on development roadmaps and helping set priorities for backlog requests.
Identifying and driving down recurring incidents through OE best practices.
Representing the team when collaborating with adjacent teams across infrastructure/signal engineering, solution architects, and developers.
Scripting and using AI to develop automation to improve the team's efficient use of tools and reduction of manual tasks.
About the team Live Playback Operations operates 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 more—available worldwide on Prime Video. We are growing, and hope you may be part of our exciting future.
Basic Qualifications
1+ year of software development or 1+ year of technical support experience.
Experience scripting in modern programming languages.
Experience troubleshooting and debugging technical systems.
Experience with technical support in a live streaming environment; knowledge of video encoding and delivery, acquisition, codecs, adaptive bitrate video playback, common streaming protocols, and software support.
Preferred Qualifications
Experience in agile/scrum or related collaborative workflow, or experience with software development lifecycle.
Experience dealing effectively with customers during problem resolution and operating efficiently under pressure.
Knowledge of distributed applications/enterprise applications.
Experience with live broadcast production, transmission, working in a NOC or MCR (Master Control).
Compensation Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay for this position ranges from $67,200/year in the lowest market to $150,300/year in the highest. Pay is based on location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Depending on the position offered, equity, sign‑on payments, and other forms of compensation may be part of a total package, in addition to a full range of medical, financial, and other benefits. For more information, see https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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The Live Playback Operations team is seeking a Support Engineer to own the operation and end‑to‑end monitoring of live events on Prime Video. The role involves working with internal and external partners to ensure the video signal for each event is received, routed through our encoding/packaging infrastructure, and successfully delivered to customer devices on‑site from our fully‑equipped, industry‑leading operations centers. Prime Video is the first‑stop entertainment destination offering customers a vast collection of premium programming in one app available across thousands of devices. Prime members can customize their viewing experience and find their favorite movies, series, documentaries, and live sports—including Amazon MGM Studios‑produced series and movies, licensed fan favorites, and programming from Prime Video add‑on subscriptions such as Apple TV+, Max, Crunchyroll, and MGM+. All customers, whether they have a Prime membership or not, can rent or buy titles via the Prime Video Store and enjoy additional free content with ads.
Are you interested in shaping the future of entertainment? Prime Video's technology teams are creating best‑in‑class digital video experience. As a Live Ops Support Engineer, you’ll have end‑to‑end ownership of the product, user experience, design, and technology required to deliver state‑of‑the‑art experiences for our customers. You’ll work on fast‑paced, challenging, and varied projects, experiment with new possibilities, take risks, and collaborate with remarkable people. We’ll look for you to bring your diverse perspectives, ideas, and skill‑sets to make Prime Video even better.
Key job responsibilities
Work with peers and other teams on high‑severity, active support issues, prioritizing mitigation while investigating root‑cause fixes.
Deliver reports to senior leadership.
Aid in the development and testing of operational tools and AI‑powered workflows that improve efficiency through automation.
Customer notification and workflow coordination with follow‑up to maintain service level agreements.
Creating and maintaining team‑specific knowledge‑base articles and operational and training documentation.
Assist in the training of new support staff as the team grows.
This role requires working evenings, weekends, and holidays, depending on live event schedules.
A day in the life
Interacting with Prime Video's partners to root cause customer‑impacting incidents.
Managing ticket queues to ensure issues are addressed quickly, well documented, and tracked for long‑term, iterative improvement.
Working with developers on development roadmaps and helping set priorities for backlog requests.
Identifying and driving down recurring incidents through OE best practices.
Representing the team when collaborating with adjacent teams across infrastructure/signal engineering, solution architects, and developers.
Scripting and using AI to develop automation to improve the team's efficient use of tools and reduction of manual tasks.
About the team Live Playback Operations operates 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 more—available worldwide on Prime Video. We are growing, and hope you may be part of our exciting future.
Basic Qualifications
1+ year of software development or 1+ year of technical support experience.
Experience scripting in modern programming languages.
Experience troubleshooting and debugging technical systems.
Experience with technical support in a live streaming environment; knowledge of video encoding and delivery, acquisition, codecs, adaptive bitrate video playback, common streaming protocols, and software support.
Preferred Qualifications
Experience in agile/scrum or related collaborative workflow, or experience with software development lifecycle.
Experience dealing effectively with customers during problem resolution and operating efficiently under pressure.
Knowledge of distributed applications/enterprise applications.
Experience with live broadcast production, transmission, working in a NOC or MCR (Master Control).
Compensation Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay for this position ranges from $67,200/year in the lowest market to $150,300/year in the highest. Pay is based on location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Depending on the position offered, equity, sign‑on payments, and other forms of compensation may be part of a total package, in addition to a full range of medical, financial, and other benefits. For more information, see https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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