Live Ops Support Engineer, Prime Video Experience Technology

Amazon; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Amazon's Prime Video Experience Technology team in Hyderabad is hiring a Live Ops Support Engineer to ensure reliable operation of our core streaming infrastructure.

You will monitor systems, troubleshoot incidents, and create runbooks and automation to reduce outages, collaborating with cross-functional teams and stakeholders.

With 2+ years in technical support and exposure to Level-2 incident management, you will help keep the Prime Video platform performant and scalable.

Qualifications

• 2+ years of technical support experience.
• Experience troubleshooting and debugging technical systems.
• Minimum 1 year in a Level-2 role with 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

Level-2 support

AI diagnostics

Root cause analysis

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
• 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
• Understanding of video encoding and transcoding technologies
• Knowledge in software development or scripting in modern programming languages

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