Live Ops Support Engineer

Who you are

• Knowledge of general AI tools
• Experience in software development, or experience in technical support
• Experience troubleshooting and debugging technical systems
• Experience in agile/scrum or related collaborative workflow
• Experience troubleshooting and documenting findings
• Experience working at a TV Network, broadcaster, or an online streaming platform, specializing in digital video delivery or streaming media technologies
• Experience scripting in modern program languages
• Knowledge of distributed applications/enterprise applications
• Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
• Experience with video quality metric tools (i.e. TAG)
• Experience working in live sports

What the job involves

• 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 from the various partners, routed through our encoding/packaging infrastructure and successfully delivered to customer devices
• We use tools and consumer devices in fully-equipped operations centres to monitor every stage of the signal path
• As a Prime Video technologist, 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
• We'll look for you to bring your diverse perspectives, ideas, and skill-sets to make Prime Video even better for our customers
• With global opportunities for talented technologists, you can decide where a career in Prime Video Tech takes you!
• Work with peers and other teams on high-severity, active support issues, prioritizing 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 and AI 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
• Interacting with Prime Video's partners to root cause customer impacting incidents
• Working with developers on development roadmaps, setting 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
• 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; NFL, NBA, MLB, NHL, UCL, EPL, Copa do Brasil, Serie A, Wimbledon, and many more, available world-wide on Prime Video. We are growing, and hope you may be part of our exciting future!