Amazon
Live Ops Support Engineer, Prime Video Live Operations, Prime Video Playback Liv
Amazon, Seattle, Washington, us, 98127
Overview
Live Ops Support Engineer, Prime Video Live Operations, Prime Video Playback Live Operations. Join us to shape the future of entertainment and define how customers watch movies and television on Prime Video. Prime Video is a premium streaming service with a vast collection of TV shows, movies and live events, available in over 240 countries and territories. The Live Operations Event Support team owns the operation and end-to-end monitoring of linear TV on Prime Video, working with internal and external partners to ensure the video signal from venues is received, routed through encoding/packaging infrastructure, and delivered to customer devices. We use tools and consumer devices in fully-equipped operations centers to monitor every stage of the signal path. Responsibilities
Execute multiple live streaming events concurrently, ensuring our customers have the highest quality experience Make in-room decisions, organize tasks between service partners, and direct other support engineers working on live events Work with peers and other teams on high-severity, active support issues, prioritising mitigation while investigating root-cause fixes Deliver reports to senior leadership Provide on-call support and act as point of escalation for high-severity issues Aid in the development and testing of operational tools that improve efficiency through automation Ownership of one or more systems or tools Customer notification and workflow coordination with follow-up to maintain service level agreements Creating and maintaining team-specific knowledge-base articles and operational and training documentation Assist in the training of new support staff as the team grows Day in the life
The Linear Ops team monitors playback continuously using automation along with traditional broadcast monitoring. Support engineers collaborate with a highly skilled global team of engineers and developers to quickly mitigate and resolve issues, preventing disruption to customers. They collate relevant data points and communicate these to stakeholders. Due to the nature of linear TV there will be occasional weekend shifts and varying hours. About the team
Our role is to monitor and mitigate on behalf of the customer 24x7. Our primary goal is to deliver a stellar streaming experience across hundreds of linear channels to Prime Video customers worldwide, collaborating with content providers to uphold standards. We maintain thousands of hours of content per day, measuring success by the number of hours of content delivered without issues. Basic Qualifications
3+ years of technical support, or 3+ years of software development experience Experience troubleshooting and debugging technical systems Experience developing operational processes and technologies Experience developing customer relationships and influencing key decision-makers Experience of live streaming or in a similar live production environment Knowledge of streaming video pipelines and technologies, including encoding hardware/software video delivery, acquisition, codecs, adaptive bit rate video playback, and common streaming protocols Proven ability to troubleshoot and identify the root cause of issues Fundamental knowledge of AWS Basic knowledge of networking systems and hardware installation, including server and switch configuration Preferred Qualifications
Experience scripting in modern programming languages Experience communicating technical details verbally and in writing Experience with live broadcast production, transmission, NOC or MCR operations Experience with video quality metric tools (i.e. TAG) Experience working in live sports Our 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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Live Ops Support Engineer, Prime Video Live Operations, Prime Video Playback Live Operations. Join us to shape the future of entertainment and define how customers watch movies and television on Prime Video. Prime Video is a premium streaming service with a vast collection of TV shows, movies and live events, available in over 240 countries and territories. The Live Operations Event Support team owns the operation and end-to-end monitoring of linear TV on Prime Video, working with internal and external partners to ensure the video signal from venues is received, routed through encoding/packaging infrastructure, and delivered to customer devices. We use tools and consumer devices in fully-equipped operations centers to monitor every stage of the signal path. Responsibilities
Execute multiple live streaming events concurrently, ensuring our customers have the highest quality experience Make in-room decisions, organize tasks between service partners, and direct other support engineers working on live events Work with peers and other teams on high-severity, active support issues, prioritising mitigation while investigating root-cause fixes Deliver reports to senior leadership Provide on-call support and act as point of escalation for high-severity issues Aid in the development and testing of operational tools that improve efficiency through automation Ownership of one or more systems or tools Customer notification and workflow coordination with follow-up to maintain service level agreements Creating and maintaining team-specific knowledge-base articles and operational and training documentation Assist in the training of new support staff as the team grows Day in the life
The Linear Ops team monitors playback continuously using automation along with traditional broadcast monitoring. Support engineers collaborate with a highly skilled global team of engineers and developers to quickly mitigate and resolve issues, preventing disruption to customers. They collate relevant data points and communicate these to stakeholders. Due to the nature of linear TV there will be occasional weekend shifts and varying hours. About the team
Our role is to monitor and mitigate on behalf of the customer 24x7. Our primary goal is to deliver a stellar streaming experience across hundreds of linear channels to Prime Video customers worldwide, collaborating with content providers to uphold standards. We maintain thousands of hours of content per day, measuring success by the number of hours of content delivered without issues. Basic Qualifications
3+ years of technical support, or 3+ years of software development experience Experience troubleshooting and debugging technical systems Experience developing operational processes and technologies Experience developing customer relationships and influencing key decision-makers Experience of live streaming or in a similar live production environment Knowledge of streaming video pipelines and technologies, including encoding hardware/software video delivery, acquisition, codecs, adaptive bit rate video playback, and common streaming protocols Proven ability to troubleshoot and identify the root cause of issues Fundamental knowledge of AWS Basic knowledge of networking systems and hardware installation, including server and switch configuration Preferred Qualifications
Experience scripting in modern programming languages Experience communicating technical details verbally and in writing Experience with live broadcast production, transmission, NOC or MCR operations Experience with video quality metric tools (i.e. TAG) Experience working in live sports Our 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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