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

Overview

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

Come build the future of entertainment with us. Prime Video is a premium streaming service offering a vast collection of TV shows, movies, and live events. We provide thousands of popular movies and TV shows including Amazon Originals and exclusive licensed content, plus live sports events. Members can subscribe to add-on channels, rent or buy new release movies and TV box sets, and cancel at any time.

Prime Video operates in over 240 countries and territories worldwide. 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, routed through encoding/packaging infrastructure, and 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 a high-quality customer experience
• Make in-room decisions, organize tasks between service partners, and direct other support engineers during live events
• Work with peers and other teams on high-severity, active support issues, prioritizing mitigation and 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
• Own one or more systems or tools
• Coordinate customer notifications and workflows with follow-up to maintain service level agreements
• Create and maintain team-specific knowledge-base articles and operational/training documentation
• Assist in the training of new support staff as the team grows

The Linear Ops team monitors playback continuously using automation alongside traditional broadcast monitoring. If issues arise, a highly skilled global team of engineers and developers collaborates with our support engineers to mitigate and resolve issues quickly, minimizing disruption to customers. Support engineers collate relevant data points and communicate them to stakeholders. Due to the nature of linear TV, occasional weekend shifts and varying hours may be required.

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 technical support experience
• Experience troubleshooting and debugging technical systems
• Experience troubleshooting and documenting findings
• Experience with live streaming or in a similar live production environment
• Knowledge of streaming video pipelines and technologies, including encoding hardware/software, video delivery, acquisition, codecs, adaptive bitrate video playback, and common streaming protocols
• Proven ability to troubleshoot and identify root causes; a natural problem solver
• 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

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 (Use the "Apply for this Job" box below). for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our posting history and location details:

• Posted: October 17, 2025 (Updated 12 days ago)
• Posted: November 13, 2025 (Updated about 1 month ago)
• Posted: October 31, 2025 (Updated about 1 month ago)
• Posted: December 8, 2025 (Updated 6 days ago)
• Location: ES, Community of Madrid, Madrid
• Posted: September 3, 2025 (Updated 19 days ago)

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