Technical Support Engineer/software Support

2 weeks ago

London, United Kingdom Amazon Full time

Live Ops Support Engineer, Prime Video Playback Live Operations
Job ID: 2618010 | Amazon Development Centre (London) Limited
- Experience in development or technical support
- Experience scripting in modern programming languages
- knowledge of common streaming protocols and live OTT video delivery
Prime Video is a premium streaming service that offers customers a vast collection of TV shows and movies - all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows including Amazon Originals and exclusive licensed content to exciting live sports events. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at anytime and to rent or buy new release movies and TV box sets on the Prime Video Store. Prime Video is a fast-paced, growth business - available in over 200 countries and territories worldwide. Work with internal and external partners to perform pre-event checks and triage any audio/video or OTT issues.
- Own support activities for services and regularly work with development teams to establish and improve service support.
- Aid in the development and testing of operational tools that improve efficiency through automation
- Contribute to the creation and improvement of support documentation.
- Assist in the training and development of new staff
- Create and interpret metrics that measure support success and service performance.
- A typical day in the Amazon Video Operations Center (AVOC) begins with prepping and testing incoming feeds for live events that day - Events such as; During the event(s), playback is continuously monitored using cutting edge automated alerts along with more traditional forms of broadcast monitoring Should an issue arise Amazon has a highly skilled global team of engineers and developers whom our support engineers work with to quickly mitigate and resolve any issues, to prevent disruption to customers.
Post event, support engineers collate any relevant data points and communicate these out to stakeholders.
We regularly review our operations to identify opportunities to improve operator efficiency and performance.
Knowledge of web services, distributed systems, and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience of a live streaming or live production environment with exposure to video encoding, signal acquisition.
Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect, use and transfer the personal data of our candidates.
If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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