Ops Support Engineer, Prime Video Operations, Prime Video Playback Operations

Live Ops Support Engineer, Prime Video Live Operations, 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, movies and live events – 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. We also offer our members the opportunity to subscribe to add‑on channels, cancel at any time, and 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 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.

The Live Operations Event Support team is seeking Support Engineers to own the operation and end‑to‑end monitoring of linear TV on Prime Video. The role involves working with internal and external partners to ensure the video signal from partners is received from the various venues, routed through our encoding/packaging infrastructure, and successfully delivered to customer devices. We use tools and consumer devices in fully‑equipped operations centers to monitor every stage of the signal path.

• Execute multiple live streaming events concurrently, ensuring our customers have the highest quality experience
• Make in‑room decisions, organise tasks between service partners, and direct other support engineers working on live events
• Work with peers and other teams on high‑severity, active support issues, prioritise mitigation while investigating root‑cause fixes
• Deliver reports to senior leadership
• Provide on‑call support and act as point of escalation for high‑severity issues
• Aid in the development and testing of operational tools that improve efficiency through automation
• Ownership of one or more systems or tools
• Customer notification and workflow coordination with follow‑up to maintain service level agreements
• Create and maintain team‑specific knowledge‑base articles, operational and training documentation
• Assist in the training of new support staff as the team grows

The Linear Ops team monitors playback continuously using automation along with more traditional forms of broadcast monitoring. If an issue arises, Amazon has a highly skilled global team of engineers and developers whom our support engineers work with to quickly mitigate and resolve any issues, preventing customer disruption.

Support engineers collate relevant data points and communicate them to stakeholders. Due to the nature of linear TV, there will be occasional weekend shifts as well as varying hours.

Our role is to monitor and mitigate on behalf of the customer 24x7. Our primary goal is to deliver a stellar streaming experience across hundreds of linear channels to Prime Video customers worldwide, collaborating with content providers to uphold standards. We maintain thousands of hours of content per day, measuring success by the number of hours of content delivered without issues.

• 4+ years of software development, or 4+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience troubleshooting and documenting findings
• Experience in a live streaming or similar live production environment
• Knowledge of streaming video pipelines and technologies, including encoding hardware/software video delivery, acquisition, codecs, adaptive bit rate video playback, and common streaming protocols
• Proven ability to troubleshoot and identify the root cause of issues
• Fundamental knowledge of AWS
• Basic knowledge of networking systems and hardware installation, including server and switch configuration

• Experience scripting in modern programming languages
• Experience with live broadcast production, transmission, NOC or MCR operations
• Experience with video quality metric tools (e.g., TAG)
• Experience working in live sports

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.