Live Ops Support Engineer, Prime Video Live Operations
Technology, Data & Digital · Software & Web Development · Software Engineering · QA & Testing
In short
Prime Video Live Operations is seeking a Support Engineer in Hyderabad to manage and monitor live streaming events. This role requires expertise in troubleshooting, networking, and video streaming standards, with an AI-first mindset to drive automation and efficiency. You will collaborate with internal and external partners to ensure a high-quality customer experience.
Responsibilities
- Execute multiple live streaming events concurrently, ensuring the highest quality customer experience.
- Make in-room decisions, organizing tasks between service partners, and directing other support engineers during live events.
- Work with peers and other teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes.
- Deliver reports to senior leadership.
- Provide on-call support and act as a point of escalation for high-severity issues.
- Aid in the development and testing of operational tools that improve efficiency through automation.
- Take ownership of one or more systems or tools.
- Manage customer notification and workflow coordination with follow-up to maintain service level agreements.
- Create and maintain team-specific knowledge-base articles and operational and training documentation.
- Assist in the training of new support staff.
Requirements
- 4+ years of technical support experience.
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure.
- Experience troubleshooting and documenting findings.
- Experience with video encoding and streaming media standards.
- Knowledge of system, network, and OS.
Desired Qualifications
- Experience driving collaborative projects from conception to delivery.
- Experience with training and deploying machine learning systems to solve large-scale optimizations.
- Experience leveraging GenAI to develop solutions that can reduce time to triage or time to resolve technical support issues.
- Passion to learn and grow in the OTT live streaming domain.
Benefits
- Opportunity to shape the future of movies and television.
- Work in a dynamic environment where innovating on behalf of customers is at the heart of everything.
- Leverage an AI-first mindset and build intelligent workflows.
- Collaborate with engineering teams and be the voice of the customer.
- Drive efficiency initiatives that measurably improve operational outcomes.
- Be part of a team that monitors and mitigates on behalf of the customer 24x7.
- Contribute to delivering a stellar streaming experience.
- Work in fully-equipped operations centers.
#Live Operations#Prime Video#Support Engineer#Streaming#OTT#Troubleshooting#Networking#Video Encoding#Automation#AI
Company
Amazon
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Hyderabad, India
Applicants
Be an early applicant