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 - 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 - Understanding of video encoding and transcoding technologies - Knowledge in software development or scripting in modern programming languages

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