Live Ops Support Engineer, Prime Video Live Operations

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 is seeking Support Engineers to own the operation and end-to-end monitoring of linear TV and live streaming events on Prime Video. This role requires strong troubleshooting and networking expertise, with a passion to learn and grow in the OTT live streaming domain. You will work with internal and external partners to ensure video signals from partners are received from 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.

Every Support Engineer on this team, is expected to bring an AI-first mindset—leveraging automation to build intelligent workflows leading to best customer/support engineer experience. You will closely collaborate with engineering teams, serve as the voice of the customer within the live operations organization, and drive efficiency initiatives that measurably improve operational outcomes.

Key job responsibilities Execute multiple live streaming events concurrently, ensuring our customers have the highest quality experience

Make in-room decisions, organising tasks between service partners, and directing other support engineers working on live events.

Work with peers and other teams on high-severity, active support issues, prioritising mitigation while investigating root-cause fixes

Deliver reports to senior leadership

Provide on-call support and act as point of escalation for high-severity issues