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 and movies - 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.

Do you want to define the next generation of how Amazon customers are watching live sports and develop world class support?

If so, you might be the right person for the Support Engineer (SE) role on the Prime Video Live Events team, supporting new sports leagues and other live broadcast events to Prime Video customers around the world.


Key job responsibilities

• Monitoring service health dashboard and respond to system anomalies for mitigation utilizing
• Incident Management Facilitation and Response to help drive service degradations and outages to full recovery
• Track, investigate, and resolve support contacts with varying levels of complexity and customer impact
• Work with peers and other teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes
• Act as an escalation point for the most complex and in-depth issues that potentially span multiple organizations while working independently
• Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution
• Develop and implement the most complex repro cases to identify potential software defects, misconfigurations or issues in customer environments
• Use use sound judgement to manage and prioritize issues based on multiple factors including customer impact
• Act as a role model to other support engineers, leading discussions, proactively solving issues and identifying and removing blockers for the entire team
• Develop and document processes and training material to for standardization and knowledge sharing
• Own a small program to scope in support opportunities into TOS
• Ability to script to enable standardization and automation of manual tasks

BASIC QUALIFICATIONS

• Bachelor Degree in Computer Science or related field.
• Overall technical support experience, ticket creation, and escalation
• Proven ability to troubleshoot and identify the root cause of issues
• Experience developing and executing scripts for automation
• Clear and concise written communication skills, and experience writing process and training documentation and technical papers

PREFERRED QUALIFICATIONS

• Experience in a technical customer support role
• Technical operations experience, including support and incident management, operations monitoring, process improvements, and metrics reporting
• Experience writing and executing standard operating procedures and runbooks
• Experience working in live sports or other streaming media services
• Knowledge of streaming video technologies
• Foundational knowledge of AWS technologies and networking concepts
• Experience as a Program or Project Manager