Prime Video & Studios Core Tech is seeking a skilled Live Ops Support Engineer to drive technical excellence and ensure seamless operational support for our critical systems. You'll play a key role in maintaining and improving the reliability of our core technology infrastructure.
Key job responsibilities
Provide advanced technical support for Prime Video's core technology systems
Troubleshoot and resolve complex technical issues
Develop and maintain support scripts and documentation
Collaborate with cross-functional teams to improve system reliability
Perform root cause analysis and implement preventive measures
A day in the life
Monitor system performance and respond to critical incidents
Conduct in-depth technical investigations
Participate in agile team meetings and sprint planning
Create and update technical documentation
Engage with internal stakeholders to resolve escalated technical challenges
About the team
Prime Video & Studios Core Tech supports the backbone of our streaming technology. We're a dynamic team committed to delivering world-class technical solutions that power millions of customer experiences globally. Our culture emphasizes innovation, collaboration, and continuous improvement.
- * 4+ years IT support operations experience with a minimum of 1 year in a Level-2 role, ticket creation and escalation, including incident management and metrics reporting
- * Experience supporting microservices architecture
- * Proven ability to troubleshoot and identify the root cause of issues. You're a natural problem solver!
- * Demonstrated skill and passion for operational excellence, efficiency, and process improvement
- * Clear and concise verbal and written communication skills, and experience writing process and training documentation and technical papers
- * Strong organizational skills and a proven ability to multi-task
- * Excellent interpersonal and customer relationship skills
- * Experience providing technical support for streaming video delivery pipelines and OTT consumer devices
- * Understanding of video encoding and transcoding technologies
- * Fundamental knowledge of AWS technologies and networking concepts
- * Experience with on-site, live video production or master control facility
- * Experience in a technical customer support role
- * Experience in a technical QA role
- * Experience working in live sports
- * Experience with software development or scripting in common languages like JavaScript/React/Typescript or Python.
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