Ph3Live Ops Support Engineer, Prime Video Playback Live Operations /h3 pCome build the future of entertainment with us. Are you interested in shaping the future of live events and television? Do you want to define the next generation of how and what Amazon customers are watching? /p pPrime Video is a premium streaming service that offers customers a vast collection of TV shows and movies – all with the ease of finding what they love to watch in one place. We offer thousands of popular movies and TV shows, including Amazon Originals, exclusive licensed content, and exciting live sports events. Customers can subscribe to add‑on channels, cancel at any time, rent or buy new releases, and access the Prime Video Store. Prime Video is a fast‑paced, growth business available in over 200 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. /p h3Key job responsibilities /h3 ul liDeliver live sports and music events to a high standard globally. /li liWork with internal and external partners to perform pre‑event checks and triage any audio/video or OTT issues. /li liOwn support activities for services and regularly work with development teams to establish and improve service support. /li liOperate with limited guidance from management and drive issues to resolution. /li liAid in the development and testing of operational tools that improve efficiency through automation. /li liContribute to the creation and improvement of support documentation. /li liAssist in the training and development of new staff. /li liCreate and interpret metrics that measure support success and service performance. /li /ul pYou have a strong aptitude for troubleshooting and problem solving. /p h3A day in the life /h3 pA typical day in the Amazon Video Operations Center (AVOC) begins with prepping monitoring for linear stations available on Prime Video or testing incoming feeds for live events that day — events such as NBA, NFL, UCL, Premier League football, music concerts, and much more. /p pDuring the event(s), playback is continuously monitored using automated alerts and more traditional forms of broadcast monitoring. If an issue arises, Amazon has a highly skilled global team of engineers and developers that support engineers work with to quickly mitigate and resolve issues, preventing disruption to customers. /p pPost‑event, support engineers collate relevant data points and communicate these to stakeholders. /p h3About the team /h3 pOur primary goal is to deliver a stellar viewing experience for our customers by broadcasting "disruption‑free" live events. When issues arise, we bias on the side of mitigation so that the customer experience can be restored quickly. These are live events, and speed matters! /p pIn addition to executing live events on a daily basis, we also keep an eye on the future. We are always looking ahead five quarters to ensure we have trained teams ready to operate all committed events. We regularly review our operations to identify opportunities to improve operator efficiency and performance. /p h3Basic Qualifications /h3 ul liExperience troubleshooting and debugging technical systems. /li liExperience in development or technical support. /li li3+ years of technical support experience. /li liKnowledge of SVOD or OTT video services. /li liExperience supporting microservices architecture. /li liProven ability to troubleshoot and identify the root cause of issues. /li liDemonstrated skill and passion for operational excellence, efficiency, and process improvement. /li /ul h3Preferred Qualifications /h3 ul liKnowledge of web services, distributed systems, and web application development. /li liExperience working with device technologies under development, familiarity with flashing firmware, basic device debugging, and familiarity with reading/pulling device logs. /li liExperience with video encoding and streaming media standards. /li liExperience of a live streaming or live production environment with exposure to video encoding and signal acquisition. /li liExperience working in live sports. /li /ul pOur 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 for more information. /p pAmazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. /p /p #J-18808-Ljbffr