Ops Support Engineer, Prime Video, Playback Operations

Live Ops Support Engineer, Prime Video, Live Playback Operations

We 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. This position is based at our fully‑equipped, industry‑leading operations centers.

• 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

• 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

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, including NFL, NBA, MLB, NHL, UCL, EPL, Copa do Brasil, Serie A, Wimbledon, concerts, and more, available worldwide on Prime Video.

• At least 2 years of software development or technical support experience
• Experience scripting in modern programming languages
• Experience troubleshooting and debugging technical systems
• At least 2 years of technical support in a live streaming environment; knowledge of video encoding and delivery, acquisition, codecs, adaptive bitrate video playback, common streaming protocols, software support, and related troubleshooting and escalation

• Experience with live broadcast production, transmission, or 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.

The base salary for this position ranges from $80,200 to $130,700 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.

Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and optional 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 (Use the "Apply for this Job" box below)..