Live Ops Support Engineer, Prime Video Experience Technology

Prime Video Experience Technology is seeking a skilled Live Ops Support Engineer to drive technical excellence and ensure seamless operational support for our critical systems. You'll play a key role in maintaining and improving the reliability of our core technology infrastructure for Prime Video.

• Key job responsibilities
• - Provide technical support for Prime Video's core technology systems
• - Troubleshoot and resolve complex technical issues
• - Develop and maintain support scripts and documentation
• - Collaborate with cross-functional teams to improve system reliability
• - Perform root cause analysis and implement preventive measures

• A day in the life
• - Monitor system performance and respond to critical incidents
• - Conduct in-depth technical investigations
• - Create and update technical documentation
• - Engage with internal stakeholders to resolve escalated technical challenges

• About the team
• Prime Video Experience Technology supports the backbone of our streaming technology. We're a dynamic team committed to delivering world-class technical solutions that power millions of customer experiences globally. Our culture emphasizes innovation, collaboration, and continuous improvement.

Basic qualifications

• - 2+ years of technical support experience
• - Experience troubleshooting and debugging technical systems
• - Experience communicating technical details verbally and in writing
• - Experience coordinating cross-functional inputs, meeting deadlines, and effectively managing competing priorities
• - Minimum experience of 1 year in a Level-2 role with exposure to ticket creation and escalation, including incident management and metrics reporting
• - Exposure to AI-powered tools for diagnostics, triage, or operational support
• - Proven ability to perform root cause analysis and drive corrective actions that prevent recurrence

Preferred qualifications

• - Knowledge of networking protocols such as HTTP, DNS and TCP/IP
• - Knowledge of AWS or cloud technologies
• - Understanding of video encoding and transcoding technologies
• - Knowledge in software development or scripting in modern programming languages

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.