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.
As a Prime Video Live Operations Support Engineer, you’ll have end-to-end ownership of the product, user experience, design, and technology required to deliver state-of-the-art experiences for our customers. You’ll get to work on projects that are fast-paced, challenging, and varied. You’ll also be able to experiment with new possibilities, take risks, and collaborate with remarkable people.
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 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
- This role requires working evenings, weekends, and holidays; depending on live event schedules.
A day in the life
A typical day could involve;
- 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.
- 1+ years of software development, or 1+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience with technical support a live streaming environment; knowledge of video encoding and delivery, acquisition, codecs, adaptive bit rate video playback, common streaming protocols, and software support.
- Experience in agile/scrum or related collaborative workflow, or experience with software development lifecycle
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Knowledge of distributed applications/enterprise applications
- Experience with live broadcast production, transmission, working in a NOC or MCR (Master Control)
