Live Operations Support Engineer

Live Ops Support Engineer, Prime Video Live Operations, Prime Video Playback 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 are seeking Support Engineers are seeking Support Engineers to own the operation and end-to-end monitoring of linear TV on Prime Video. The role involves working with internal and external partners to ensure the video signal from partners is received from the 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.

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 Linear Ops team monitor playback continuously using automation along with more traditional forms of broadcast monitoring. Should an issue arise Amazon has a highly skilled global team of engineers and developers whom our support engineers work with to quickly mitigate and resolve any issues, to prevent disruption to customers.

Support engineers collate any relevant data points and communicate these out to stakeholders. Due to the nature of linear TV there will be occasional weekend shifts as well as varying hours,

About the team
Our role is to monitor and mitigate on behalf of the customer 24x7.

Our primary goal is to deliver a stellar streaming experience across hundreds of linear channels to PV customers worldwide, collaborating with content providers to uphold standards.
We maintain thousands of hours of content per day, measuring success by the number of hours of content delivered without issues.

Basic Qualifications

- 3+ years of technical support, or 3+ years of software development experience
- Experience troubleshooting and debugging technical systems
- Experience developing operational processes and technologies
- Experience developing customer relationships and influencing key decision-makers
- Experience of live streaming or in a similar live production environment
- Knowledge of streaming video pipelines and technologies, including encoding hardware/software video delivery, acquisition, codecs, adaptive bit rate video playback, and common streaming protocols
- Proven ability to troubleshoot and identify the root cause of issues, you're a natural problem solver!
- Fundamental knowledge of AWS
- Basic knowledge of networking systems and hardware installation, including server and switch configuration

Preferred Qualifications

- Experience scripting in modern program languages
- Experience communicating technical details verbally and in writing
- Experience with live broadcast production, transmission, NOC or MCR operations
- Experience with video quality metric tools (i.e. TAG)
- Experience working in live sports

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.