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. This role is pivotal in maintaining and enhancing the reliability of the core technology infrastructure that powers Prime Video.

The team focuses on supporting the backbone of our streaming technology, delivering world-class solutions for millions of global customer experiences. We foster a culture of innovation, collaboration, and continuous improvement.

Key responsibilities include providing expert technical support for Prime Video's core technology systems, diligently troubleshooting and resolving complex technical issues, and developing/maintaining essential support scripts and documentation.

This role also involves collaborating with cross-functional teams to proactively enhance system reliability, performing thorough root cause analysis, and implementing effective preventive measures to avoid recurrence.

We are looking for candidates with a minimum of 2 years of technical support experience, including proven abilities in troubleshooting and debugging technical systems. Effective communication of technical details, both verbally and in writing, is essential.

Experience coordinating cross-functional inputs, managing deadlines, and handling competing priorities is required. A minimum of 1 year in a Level-2 role, with exposure to ticket creation, escalation, incident management, and metrics reporting, is necessary. Familiarity with AI-powered tools for diagnostics or operational support, along with a demonstrated ability to perform root cause analysis and drive corrective actions, is also expected.