Live Ops Support Engineer, Prime Video Experience Technology

Prime Video Experience Technology 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 for Prime Video.

Key job responsibilities

• Provide 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
• Create and update technical documentation
• Engage with internal stakeholders to resolve escalated technical challenges

About the team

Prime Video Experience Technology 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.

Basic qualifications

• 2+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience communicating technical details verbally and in writing
• Experience coordinating cross-functional inputs, meeting deadlines, and effectively managing competing priorities
• Minimum experience of 1 year in a Level-2 role with exposure to ticket creation and escalation, including incident management and metrics reporting
• Exposure to AI-powered tools for diagnostics, triage, or operational support
• Proven ability to perform root cause analysis and drive corrective actions that prevent recurrence

Preferred qualifications

• Knowledge of networking protocols such as HTTP, DNS and TCP/IP
• Knowledge of AWS or cloud technologies
• Understanding of video encoding and transcoding technologies
• Knowledge in software development or scripting in modern programming languages

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