Live Ops Support Engineer, Prime Video Playback Live Operations

4 weeks ago

London, Greater London, United Kingdom Amazon Development Centre (London) Limited Full time

About the Role

We are seeking a highly skilled Live Ops Support Engineer to join our Prime Video team. As a Live Ops Support Engineer, you will be responsible for delivering live sports and music events to a high standard globally.

Key Responsibilities

  • Deliver live sports and music events to a high standard globally
  • 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
  • Operate with limited guidance from management and aggressively drive issues to resolution
  • 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 Day in the Life

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; Premier League football, Rugby, Music Concerts and much more

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.

About the Team

Our primary goal is to deliver a stellar viewing experience for our customers by broadcasting 'disruption-free' live events. When issues arise, we bias on the side of mitigation so that the customer experience can be restored quickly. These are live events...and speed matters

What We're Looking For

  • Experience troubleshooting and debugging technical systems
  • Experience in development or technical support
  • Experience scripting in modern programming languages
  • Knowledge of common streaming protocols and live OTT video delivery

Preferred Qualifications

  • Knowledge of web services, distributed systems, and web application development
  • Experience troubleshooting & maintaining hardware & software RAID
  • Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging and familiarity with reading/pulling device logs
  • Experience of a live streaming or live production environment with exposure to video encoding, signal acquisition

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