Job summary
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 and live events - 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 Live Operations Event Support team are seeking Support Engineers to own the operation and end-to-end monitoring of live events 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 venues, 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. This role is responsible for key functions that occur pre-event, in-event, and post-event.

Key job responsibilities

• Execute multiple live streaming events concurrently, ensuring our customers have the highest quality experience
• Make in-room decisions as 'call leader'; organising tasks between production, service partners, and directing other support engineers during live events
• Work with peers and other teams on high-severity, active support issues, prioritising mitigation while investigating root-cause fixes
• Deliver event 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 in the Amazon Video Operations Center (AVOC) begins with prepping and testing incoming feeds for live events that day - Premier League football, Rugby, Music Concerts, Tennis, and much more!

During the event(s), playback is continuously monitored using cutting edge automation along with more traditional forms of broadcast monitoring! Should an issue arise Amazon has a highly skilled global team of engineers and developers whom our support engineers work with to quickly mitigate and resolve any issues, to prevent disruption to customers.

Post event, support engineers collate any relevant data points and communicate these out to stakeholders. The engineer will then make sure the AVOC is correctly set up for the next shift.

Due to the nature of live events there will be weekend shifts as well as varying hours, but as we have a global team there are thankfully no overnight shifts!

About the team

Live Operations Event Support work on a ‘follow the sun’ model, with teams located in London and Seattle. We cover a wide range of live events including the English Premier League, UEFA Champions League, Rugby internationals, NFL, WTA and ATP tennis as well as live events on linear channels available on Prime Video. Our London team is currently split across 6 sub-teams, who monitor events out of our 3 purpose built AVOCs in Amazon’s London HQ. We are rapidly growing, and hope you may be part of our exciting future!

BASIC QUALIFICATIONS

• Development or technical support experience
• Experience scripting in modern programming languages
• Experience troubleshooting and debugging technical systems

• Bachelor's degree or equivalent, or relevant industry experience
• Experience of live streaming or in a similar live production environment
• Technical operations experience, including support and incident management, operations monitoring, process improvements, and metrics reporting
• Excellent interpersonal and customer relationship skills
• Knowledge of streaming video pipelines and technologies, including encoding hardware/software video delivery, acquisition, codecs, adaptive bit rate video playback, and common streaming protocols
• Proven ability to troubleshoot and identify the root cause of issues, you're a natural problem solver!
• Fundamental knowledge of AWS
• Basic knowledge of networking systems and hardware installation, including server and switch configuration

PREFERRED QUALIFICATIONS

• Experience with live broadcast production, transmission, NOC or MCR operations
• Experience with video quality metric tools (i.e. TAG)
• Clear and concise written communication skills
• Experience working in live sports