Live Ops Support Engineer, Prime Video, Live Playback Operations

The Live Playback Operations team are 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.

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.

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 the use of AI to develop automation to improve the team's efficient use of tools and reduction of manual tasks.

About the team
Live Playback Operations work 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 much more, available worldwide on Prime Video. We are growing, and hope you may be part of our exciting future!

Basic Qualifications

2+ years of software development, or 2+ years of technical support experience

Experience scripting in modern programming languages

Experience troubleshooting and debugging technical systems

2+ years experience with technical support in a live streaming environment; knowledge of video encoding and delivery, acquisition, codecs, adaptive bit rate video playback, common streaming protocols, software support, and related troubleshooting and escalation.

Preferred Qualifications

Experience with live broadcast production, transmission, working in a NOC or MCR (Master Control).

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, including support for the interview or onboarding 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.

Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

Salary range for this position is 80,200.00 - 130,700.00 USD annually. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Company - Amazon.com Services LLC

Job ID: A10470884

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