Live Ops Support Engineer

About the Role

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 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.
• 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.

Requirements & Tech Stack

• 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.
• Familiarity with 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.