Overview
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 Expe
Full job description
Full Job Description
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
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Requirements & 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
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