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, live events and linear TV channels – 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 Playback Linear Operations team are seeking a Support Engineer to own the operation and end-to-end monitoring of linear TV on Prime Video. The role involves working with internal and external partners to ensure the video signal for each event is received from the various partners, 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.
Key job responsibilities
– 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
– Aid in the development and testing of operational tools that improve efficiency through automation
– Ownership of one or more systems or tools
– Customer notification and workflow co-ordination with follow-up to maintain service level agreements
– Creating and maintaining team specific knowledge-base articles and operational and training documentation
– Assist in the training of new support staff as the team grows
A day in the life
A typical day could involve;
– Interacting with Prime Video’s partners to root cause customer impacting incidents.
– Scripting automation to improve the team’s efficient use of tools.
– Working with developers on development roadmaps, setting priorities for backlog requests.
– Identifying and driving down recurring incidents.
– Representing the team when collaborating with adjacent teams across infrastructure/signal engineering, solution architects and developers.
About the team
Playback Linear Operations work on a ‘follow the sun’ model, with team members located in Seattle and London covering 24/7. This role will offer a second line of support for the 24/7 shift team during weekdays. We cover a wide range of linear channels available across many territories on Prime Video. We are growing, and hope you may be part of our exciting future!
BASIC QUALIFICATIONS
– 2+ years of software development, or 2+ years of technical support experience
– Experience scripting in modern program languages
– Experience troubleshooting and debugging technical systems
– Experience in agile/scrum or related collaborative workflow
– Experience troubleshooting and documenting findings
– Experience of live streaming or in a similar live production environment. Including knowledge of video encoding and delivery, acquisition, codecs, adaptive bit rate video playback, and common streaming protocols
PREFERRED QUALIFICATIONS
– Knowledge of distributed applications/enterprise applications
– Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
– Experience with live broadcast production, transmission, working in a NOC or MCR (Master Control)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $72,300/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.