Live Ops Support Engineer, Prime Video Experience Technology

Amazon Inc.; Hyderabad; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Amazon Inc. in Hyderabad is seeking a Live Ops Support Engineer for Prime Video Experience Technology to ensure reliable operation of core systems.

You will monitor services, troubleshoot incidents, and participate in cross-functional problem solving to improve uptime and customer experience. The role requires 2+ years of technical support experience and familiarity with incident management, documentation, and automation scripting.

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, escalation, 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.

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.

Skills

Technical support

Troubleshooting

Incident management

Cross-functional coordination

AI-powered tools

Root cause analysis

Tools

AWS

Job description

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
• 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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.