Amazon

Live Ops Support Engineer, Prime Video, Live Playback Operations

Amazon$90K — $130K *
Consumer Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 4+ years of software development or technical support experience
  • Proficient in scripting with modern programming languages
  • Skilled in troubleshooting and debugging technical systems
  • 4+ years of technical support experience in a live streaming environment
  • Knowledge of video encoding, codecs, adaptive bit rate, and streaming protocols

Responsibilities

  • Collaborate with peers on high-severity support issues
  • Deliver detailed reports to senior leadership
  • Provide on-call support as the escalation point for critical issues
  • Assist in developing operational tools to enhance automation
  • Take ownership of specific systems or tools
  • Coordinate customer notifications and manage service level agreements
  • Create and update knowledge-base articles and documentation
  • Train new support staff as the team expands

Benefits

  • Work in a dynamic, global team operating on a 'follow the sun' model
  • Be part of a fast-paced environment covering major live events like NFL and Wimbledon
  • Opportunity to innovate through automation and scripting
  • Contribute to a mission-driven team focused on delivering high-quality streaming experiences
  • Gain exposure to advanced technology in a leading industry position
Full Job Description
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.

Key job responsibilities

- 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

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.

About the team

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, concerts, and much more, available world-wide on Prime Video. We are growing, and hope you may be part of our exciting future!

BASIC QUALIFICATIONS

- 4+ years of software development, or 4+ years of technical support experience

- Experience scripting in modern program languages

- Experience troubleshooting and debugging technical systems

- 4+ years experience with technical support in a live streaming environment; knowledge of video encoding and delivery, acquisition, codecs, adaptive bit rate video playback, common streaming protocols, software support, and related troubleshooting and escalation.

PREFERRED QUALIFICATIONS

- Experience with live broadcast production, transmission, working in a NOC or MCR (Master Control)

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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