Live Ops Support Engineer, Prime Video Live Operations

Execute multiple live streaming events concurrently, ensuring our customers have the highest quality experience Make in-room decisions, organising tasks between service partners, and directing other support engineers working on live events. Work with peers and other teams on high-severity, active support issues, prioritising mitigation while investigating root-cause fixes Deliver 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 BASIC QUALIFICATIONS - 4+ years of technical support experience - Experience dealing effectively with customers during problem resolution and operating efficiently under pressure - Experience troubleshooting and documenting findings - Experience with video encoding and streaming media standards - Knowledge of system, network and OS PREFERRED QUALIFICATIONS - Experience driving collaborative projects from conception to delivery - Experience with training and deploying machine learning systems to solve large-scale optimizations - Experience leveraging GenAI to develop solutions that can reduce time to triage or time to resolve technical support issues

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.