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

Overview

Live Ops Support Engineer, Prime Video Live Operations, Prime Video Playback Live Operations. Prime Video is a premium streaming service offering TV shows, movies and live events. The team works in a dynamic environment where innovating on behalf of our customers is at the heart of everything we do.

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 venues, 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 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, prioritising 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 co-ordination 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

The Linear Ops team monitor playback continuously using automation along with more traditional forms of broadcast monitoring. Should an issue arise Amazon has a highly skilled global team of engineers and developers whom our support engineers work with to quickly mitigate and resolve any issues, to prevent disruption to customers. Support engineers collate any relevant data points and communicate these out 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 PV 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 of 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 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 (i.e., TAG)
• Experience working in live sports

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