Join our team as a Manager II, Support Engineer where you'll lead a passionate team supporting Prime Video's live event operations. You'll manage a team of Live Ops Support Engineers providing production ticket support, engineering development assistance, and monitoring the health of PV's live streaming pipeline. This role offers an enormous opportunity to work across multiple systems, analyzing common issues, and driving teams toward solutions that positively impact customer experience. Your ability to learn quickly and handle multiple overlapping tasks will define your success in this fast-evolving video ecosystem. You'll maintain a high bar for operational excellence while promoting innovation and ensuring appropriate resources are in place to deliver exceptional live event experiences. As an operational leader, you'll implement continuous improvement processes, define success metrics, and recommend strategies that meet quality, performance, and sustainability criteria. Key job responsibilities Manage the day-to-day live event operations team by maintaining high standards of operational excellence and efficiency, including implementing continuous team training and optimizing resource management Drive innovation and provide clear, challenging vision while ensuring appropriate resources are in place to deliver exceptional live streaming experiences Define and continuously improve success metrics and perform regular quality reviews to enhance team performance and customer satisfaction Recruit, manage, and mentor Live Ops Support Engineers while developing their technical capabilities and operational expertise Recommend and implement strategies and systems that meet quality, performance, and sustainability criteria for live event broadcasting A day in the life Your day begins with reviewing overnight event performance and addressing any critical issues that require immediate attention. You'll lead a morning stand-up with your team to prioritize the day's live events and allocate resources appropriately. Throughout the day, you'll monitor ongoing live streams, providing guidance during escalations and coordinating with engineering teams when necessary. You'll balance operational oversight with strategic planning, dedicating time to analyze performance metrics and identify process improvements to enhance efficiency and event quality. About the team Our primary goal is delivering stellar viewing experiences for customers by broadcasting 'disruption-free' live events. When issues arise, we prioritize quick mitigation to restore the customer experience rapidly—these are live events, and speed matters! Beyond daily execution, our team maintains a forward-looking perspective. We plan five quarters ahead to ensure trained teams are ready for all committed events. Our vision involves transitioning to a 'manage-by-exception' model that increases capacity and operational excellence through automation, reducing manual tasks and requiring human intervention only for anomalies that can't be automatically addressed. We continuously review our operations to identify opportunities to improve operator efficiency and performance. ### Basic qualifications - 5+ years of technical support experience - 3+ years of operational experience - 2+ years of management experience - Experience in requirement gathering and ability to write clear and detailed requirement document - Experience developing customer relationships and influencing key decision-makers - Experience establishing metrics for measurement of engineering and operational excellence - Experience with video encoding and streaming media standards - Knowledge of AWS or cloud technologies - 3+ years streaming video delivery experience running large audience events, and understanding of encoding and transcoding technologies - Experience with on-site, live video production or master control facility operations - Experience with video quality metric tools (i.e. TAG, IneoQuest) - Proven ability to troubleshoot and identify the root cause of issues, you're a natural problem solver! ### Preferred qualifications - Experience in program or project management - Knowledge of networking fundamentals - Experience in software development, or experience scripting in modern programming languages - Experience in a technical customer support role - Experience in a technical QA role - Experience working in live sports - Background in developing and supporting new methods for live video delivery. 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.