Live Ops Support Engineer Prime Video Experience Technology

Amazon; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Amazon's Prime Video Experience Technology team seeks a Live Ops Support Engineer to sustain and improve the reliability of our critical systems. You will monitor incidents, troubleshoot complex issues, and collaborate with cross-functional teams to reduce outages and improve operational metrics.

Join a dynamic team responsible for the backbone of our streaming platform, driving continuous improvement and delivering world-class technical solutions at scale.

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.

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.

Skills

Technical support

Troubleshooting

Incident management

Root cause analysis

Cross-functional collaboration

Documentation

Tools

HTTP

DNS

TCP/IP

AWS / Cloud

Video encoding/ transcoding

Job description

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. Youll 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 Videos 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. Were 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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