ManagerII,SupportEngineer

Join our team as a Manager II, Support Engineer where you'll lead a passionate team supporting Prime Video's live event operations. You'll manage a team of Live Ops Support Engineers providing production ticket support, engineering development assistance, and monitoring the health of PV's live streaming pipeline. This role offers an enormous opportunity to work across multiple systems, analyzing common issues, and driving teams toward solutions that positively impact customer experience. Your ability to learn quickly and handle multiple overlapping tasks will define your success in this fast-evolving video ecosystem. You'll maintain a high bar for operational excellence while promoting innovation and ensuring appropriate resources are in place to deliver exceptional live event experiences. As an operational leader, you'll implement continuous improvement processes, define success metrics, and recommend strategies that meet quality, performance, and sustainability criteria. Key job responsibilities Manage the day-to-day live event operations team by maintaining high standards of operational excellence and efficiency, including implementing continuous team training and optimizing resource management Drive innovation and provide clear, challenging vision while ensuring appropriate resources are in place to deliver exceptional live streaming experiences Define and continuously improve success metrics and perform regular quality reviews to enhance team performance and customer satisfaction Recruit, manage, and mentor Live Ops Support Engineers while developing their technical capabilities and operational expertise Recommend and implement strategies and systems that meet quality, performance, and sustainability criteria for live event broadcasting A day in the life Your day begins with reviewing overnight event performance and addressing any critical issues that require immediate attention. You'll lead a morning stand-up with your team to prioritize the day's live events