Live Ops Support Engineer, Prime Video Live Operations

Live Ops Support Engineer, Prime Video Live Operations

Description

Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?

Prime Video is a premium streaming service that offers customers a vast collection of TV shows, movies and live events - all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows including Amazon Originals and exclusive licensed content to exciting live sports events. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at anytime and to rent or buy new release movies and TV box sets on the Prime Video Store. Prime Video is a fast-paced, growth business - available in over 240 countries and territories worldwide. The team works in a dynamic environment where innovating on behalf of our customers is at the heart of everything we do. If this sounds exciting to you, please read on.

The Live Operations Event Support team is seeking Support Engineers to own the operation and end-to-end monitoring of linear TV and live streaming events on Prime Video. This role requires strong troubleshooting and networking expertise, with a passion to learn and grow in the OTT live streaming domain. You will work with internal and external partners to ensure video signals from partners are received from various venues, routed through our encoding/packaging infrastructure, and successfully delivered to customer devices. We use tools and consumer devices in fully-equipped operations centers to monitor every stage of the signal path.

Every Support Engineer on this team, is expected to bring an AI-first mindset—leveraging automation to build intelligent workflows leading to best customer/support engineer experience. You will closely collaborate with engineering teams, serve as the voice of the customer within the live operations organization, and drive efficiency initiatives that measurably improve operational outcomes.

Key job responsibilities
Execute multiple live streaming events concurrently, ensuring our customers have the highest quality experience

Make in-room decisions, organising tasks between service partners, and directing 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


A day in the life
The Live Operations team monitors playback continuously across linear channels and live streaming events using AI-driven automation alongside traditional broadcast monitoring techniques. Should an issue arise, Amazon has a highly skilled global team of engineers and developers whom our support engineers collaborate with to quickly mitigate and resolve issues, preventing disruption to customers.

Support engineers leverage an AI-first approach to suppress, correlate, and reduce noise—identifying actionable signals from vast data points and communicating these out to stakeholders with speed and precision. You will drive efficiency initiatives by building and refining automations that reduce manual toil and improve response times. Due to the nature of linear TV and live events, the team provides 24*7 coverage and engineers work across rotational shifts.

About the team
Our role is to monitor and mitigate on behalf of the customer 24x7 across linear TV and live streaming events.

Our primary goal is to deliver a stellar streaming experience across thousands of linear channels and live events to Prime Video customers worldwide, collaborating with content providers and engineering teams to uphold the highest standards. We serve as the voice of the customer within the support engineering organization—championing reliability, driving automation, and continuously raising the bar.

We maintain thousands of hours of content per day, measuring success by the number of hours delivered without issues and the efficiency gains achieved through intelligent automation.

Basic Qualifications

- 4+ years of technical support experience
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience troubleshooting and documenting findings
- Experience with video encoding and streaming media standards
- Knowledge of system, network and OS

Preferred Qualifications

- Experience driving collaborative projects from conception to delivery
- Experience with training and deploying machine learning systems to solve large-scale optimizations
- Experience leveraging GenAI to develop solutions that can reduce time to triage or time to resolve technical support issues

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.