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.