Shape the future of entertainment by joining Prime Video Live Operations. We are seeking a skilled Support Engineer to oversee the real-time monitoring and operation of live linear TV and streaming events. This role offers an exciting opportunity to contribute to the next generation of how customers experience video content worldwide.

Prime Video is a dynamic and rapidly growing global service, offering a vast library of movies, TV shows, live sports, and more. We thrive in an environment where innovation is key to delivering exceptional customer experiences. If you are passionate about entertainment technology and eager to make an impact, this is the place for you.

Execute multiple live streaming events concurrently, ensuring customers receive the highest quality viewing experience. Make critical in-room decisions, coordinate tasks with service partners, and guide fellow support engineers during live events. Collaborate with peers and other teams to address high-severity issues, prioritizing mitigation while actively investigating root causes. Deliver comprehensive reports to senior leadership on event performance and operational status. Provide essential on-call support and serve as the primary escalation point for critical incidents. Contribute to the development and testing of operational tools to enhance efficiency through automation. Take ownership of specific systems or tools within the live operations infrastructure. Manage customer notifications and coordinate workflows to maintain strict service level agreements. Develop and maintain team-specific knowledge base articles, operational guides, and training documentation. Assist in training new support staff to foster team growth and expertise.

A minimum of 4 years of experience in technical support is required. Demonstrated ability to effectively manage customer interactions during problem resolution and perform efficiently under pressure. Proven experience in troubleshooting technical issues and meticulously documenting findings. Familiarity with video encoding principles and streaming media standards is essential. Solid understanding of systems, networks, and operating systems is necessary. An AI-first mindset is crucial for leveraging automation to build intelligent workflows. Experience driving collaborative projects from inception to successful delivery is preferred. Experience training and deploying machine learning systems for large-scale optimizations is a plus. Proficiency in leveraging Generative AI (GenAI) to develop solutions that reduce triage and resolution times for technical support issues is advantageous.