"Alerted.org

Description

Prime Video is seeking a talented, driven Support Engineer to who can help support our future as we grow our business around the world. Our ideal candidate will have a deep focus on customers (internal and external), is able to write documentation, investigate and triage issues, support escalations from stakeholders, and work closely with Tier-1 and Tier-3 support teams to execute operations procedure and SLAs. Ability to learn and use scripting languages to implement Automation solutions is critical.

This is your opportunity to take an active role in guarding and optimizing how customers discover and interact with Live TV on Prime Video. We need your passion, innovative ideas, and creativity to help continue to deliver on our ambitious goals of creating intuitive, personalized, and responsive discovery experiences at scale.

Prime Video is a first-stop entertainment destination offering customers a vast collection of premium programming in one app available across thousands of devices. Prime members can customize their viewing experience and find their favorite movies, series, documentaries, and live sports – including Amazon MGM Studios-produced series and movies; licensed fan favorites; and programming from Prime Video add-on subscriptions such as Apple TV+, Max, Crunchyroll and MGM+. All customers, regardless of whether they have a Prime membership or not, can rent or buy titles via the Prime Video Store, and can enjoy even more content for free with ads.

Are you interested in shaping the future of entertainment? Prime Video's technology teams are creating best-in-class digital video experience.

As a Prime Video technologist, you’ll have end-to-end ownership of the product, user experience, design, and technology required to deliver state-of-the-art experiences for our customers. You’ll get to work on projects that are fast-paced, challenging, and varied. You’ll also be able to experiment with new possibilities, take risks, and collaborate with remarkable people.

We’ll look for you to bring your diverse perspectives, ideas, and skill-sets to make Prime Video even better for our customers. With global opportunities for talented technologists, you can decide where a career Prime Video Tech takes you!

Key job responsibilities

• Ensures Linear discoverability, metadata quality, and change management activities at a high standard

• Work with peers and internal/external stakeholders on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes

• Manage strategic technical projects, coordinating support and engineering efforts to resolve issues and complete milestones using data-driven decision making and metrics analysis

• Support testing use cases across features for product, engineering, BI, and Operations for the Linear team

• Deliver event reports and root cause analysis 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 and workflows that improve efficiency and minimize manual intervention through creative mechanisms and repeatable automation solutions including scripting and AI solutions

• Creating and maintaining team specific knowledge-base articles and operational and training documentation

• Influence product/engineering roadmaps

• Operate independently; solving complex, ambiguous problems with pragmatic, flexible solutions

A day in the life

As a Support Engineer on our Linear Operations team, no two days are alike in our mission to become the global entertainment destination. You'll ensure exceptional Linear discovery and engagement experiences through creative problem-solving and collaboration across our business. Your role involves troubleshooting technical issues with internal teams and working with external partners to resolve metadata and schedule defects. From urgent escalations to long-term improvements, you'll apply innovative thinking to every task. Whether conducting in-depth analyses, developing efficiency tools, or coordinating with various stakeholders, your expertise is crucial in delivering world-class Linear entertainment to customers worldwide.

About the team

Linear Operations vision is to have the most efficient and cost-effective operating capabilities that deliver the highest quality Linear selection and experiences for our customers. Our mission is to delight Linear customers by enabling the broadest selection of Linear TV programming that is defect-free and available to customers through the highest quality discovery and engagement experience. Put simply, we're the guardians of the Linear customer experience.

We prioritize building a diverse team where voices of all types can rally around the customer to deliver the most delightful experiences. We're looking for people interested in putting their fingerprint on both the customer experience and the team culture.

Basic Qualifications

- 3+ years of software development, or 3+ years of technical support experience

- Experience scripting in modern program languages

- Experience troubleshooting and debugging technical systems

- Experience in agile/scrum or related collaborative workflow

- Bachelor's degree or equivalent, or relevant industry experience

- Strong leader who can prioritize well and communicate clearly across all levels of the organization with a shown ability to influence others

- Technical operations experience, including support and incident management, operations monitoring, process improvements, and metrics reporting

- Excellent interpersonal and customer relationship skills

- Proven ability to troubleshoot on air/live services and identify the root cause of issues, you're a natural problem solver!

Preferred Qualifications

- Knowledge of distributed applications/enterprise applications

- Experience working with broadcast television in either cable/satellite/broadcast capacity or as digital distribution via OTT solutions

- Ability to work effectively, navigate change management and ambiguity

- Experience and understanding of digital media and/or digital video supply chain

- Proven ability to deliver results and prioritize tasks in a fast-moving, dynamic environment

- Demonstrated ability to work cross-functionally with engineering, design, and marketing/business counterparts to deliver online products/services.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.