{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Live Ops Support Engineer (Prime Video Playback Live Operations)”, “description”: “
Requirements
- Knowledge of general AI tools
- Experience in software development, or experience in technical support
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
- Experience working at a TV Network, broadcaster, or an online streaming platform, specializing in digital video delivery or streaming media technologies
- (Desirable) Experience scripting in modern program languages
- (Desirable) Knowledge of distributed applications/enterprise applications
- (Desirable) Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- (Desirable) Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- (Desirable) Experience with video quality metric tools (i.e. TAG)
- (Desirable) Experience working in live sports
What the job involves
- The Live Playback Operations team are seeking a Support Engineer 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 partners, routed through our encoding/packaging infrastructure and successfully delivered to customer devices
- We use tools and consumer devices in fully-equipped operations centres to monitor every stage of the signal path
- 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 in Prime Video Tech takes you!
- Work with peers and other teams on high-severity, active support issues, prioritizing 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 and AI that improve efficiency through automation
- 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
- This role requires working evenings, weekends, and holidays; depending on live event schedules
- Interacting with Prime Video's partners to root cause customer impacting incidents
- Working with developers on development roadmaps, setting priorities for backlog requests
- Identifying and driving down recurring incidents through OE best practices
- Representing the team when collaborating with adjacent teams across infrastructure/signal engineering, solution architects and developers
- Scripting and the use of AI to develop automation to improve the team's efficient use of tools
- Live Playback Operations work on a ‘follow the sun’ model, with team members located in Seattle, London, and Hyderabad, providing 24/7/365 coverage. We cover a wide range of live events; NFL, NBA, MLB, NHL, UCL, EPL, Copa do Brasil, Serie A, Wimbledon, and many more, available world-wide on Prime Video. We are growing, and hope you may be part of our exciting future!
Company: Deepstreamtech
Location: London
Job Description:
Requirements
- Knowledge of general AI tools
- Experience in software development, or experience in technical support
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
- Experience working at a TV Network, broadcaster, or an online streaming platform, specializing in digital video delivery or streaming media technologies
- (Desirable) Experience scripting in modern program languages
- (Desirable) Knowledge of distributed applications/enterprise applications
- (Desirable) Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- (Desirable) Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- (Desirable) Experience with video quality metric tools (i.e. TAG)
- (Desirable) Experience working in live sports
What the job involves
- The Live Playback Operations team are seeking a Support Engineer 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 partners, routed through our encoding/packaging infrastructure and successfully delivered to customer devices
- We use tools and consumer devices in fully-equipped operations centres to monitor every stage of the signal path
- 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 in Prime Video Tech takes you!
- Work with peers and other teams on high-severity, active support issues, prioritizing 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 and AI that improve efficiency through automation
- 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
- This role requires working evenings, weekends, and holidays; depending on live event schedules
- Interacting with Prime Video’s partners to root cause customer impacting incidents
- Working with developers on development roadmaps, setting priorities for backlog requests
- Identifying and driving down recurring incidents through OE best practices
- Representing the team when collaborating with adjacent teams across infrastructure/signal engineering, solution architects and developers
- Scripting and the use of AI to develop automation to improve the team’s efficient use of tools
- Live Playback Operations work on a ‘follow the sun’ model, with team members located in Seattle, London, and Hyderabad, providing 24/7/365 coverage. We cover a wide range of live events; NFL, NBA, MLB, NHL, UCL, EPL, Copa do Brasil, Serie A, Wimbledon, and many more, available world-wide on Prime Video. We are growing, and hope you may be part of our exciting future!
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Posted: May 20th, 2026