Senior Live Ops Support Engineer, Playback Live Operations, Prime Video

- Experience troubleshooting and debugging complex technical systems
- Experience in development or technical support
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience of a live streaming or live production environment with exposure to video encoding, acquisition, adaptive bit rate video playback, common streaming protocols and live OTT video delivery
- Experience driving collaborative projects from conception to delivery
- Experience with live broadcast production, transmission, working in a TOC (Technical Operations Centre) or MCR (Main Control Room)
- Experience scripting in modern programming languages

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Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?

Prime Video is a premium streaming service that offers customers a vast collection of TV shows, movies and live events - 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 240 countries and territories worldwide. The team works in a dynamic environment where innovating on behalf of our customers is at the heart of everything we do. If this sounds exciting to you, please read on.

The Live Operations Event Support team are seeking a Senior Support Engineer to own the operation and end-to-end monitoring of live events on Prime Video. The role involves working with internal and external partners to ensure the video signal for each event is received from the various venues, routed through our encoding/packaging infrastructure and successfully delivered to customer devices. We use tools and consumer devices in fully-equipped operations centers to monitor every stage of the signal path. This role is responsible for key functions that occur pre-event, in-event, and post-event.

Key job responsibilities
- Deliver live sports and music events to a high standard globally
- Work with peers and other teams on high-severity, active support issues, prioritising mitigation while investigating root-cause fixes
- Manage strategic technical projects, coordinating support and engineering efforts to resolve issues and complete milestones.
- Expert in a single domain or have broad expertise, applying technical knowledge to invent, evolve, and simplify.
- Contribute are recognized both internally and externally, setting standards for operational excellence.
- Participate in hiring, mentor team members, and educate the technical community.
- Operate independently, solving complex, ambiguous problems with pragmatic, flexible solutions.
- Represent complex decisions clearly and build consensus, influencing roadmaps and aligning teams.
- Act as point of escalation for high-severity issues in line with incident management procedures
- Work closely with other internal teams, including Program Management, Technical Integration and Production, to continuously improve customer experience

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 - Premier League football, Rugby, Music Concerts and much more!

During the event(s), playback is continuously monitored using cutting edge automation 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.