Support Engineer

Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching? Prime Video is one of the leading digital video services on the internet today, and we are just getting started changing the way millions of customers around the world enjoy content.

Available in more than 240 countries and territories, Prime Video offers customers the broadest selection of any on-demand video service, including critically-acclaimed Amazon Originals Series such as the multi-award-winning The Marvelous Mrs. Maisel, Tom Clancy’s Jack Ryan, The Boys; UK-produced hit Amazon Original series like Good Omens, The Grand Tour, All or Nothing: Manchester City and forthcoming drama series The Power; exclusive TV shows like Star Trek: Picard, American Gods and Vikings; and movies like Late Night and Get Duked, plus live sports including ATP, WTA Tour, US Open Tennis and Premier League football.

Amazon Studios is the movies and television development and production arm of Amazon. We produce original content and license studio programs worldwide in exclusive service of Amazon’s Prime Video customers. We need your passion, innovative ideas, and creativity to help us continue to grow to new global heights.

Amazon Studios Technology is looking to hire a Support Engineer to help drive the execution and improvement of key service delivery processes throughout the content production lifecycle and the global Studios organization.

A Support Engineer will have experienced knowledge and understanding of computer components (hardware and software), technical operations, application management, technical support and troubleshooting within a large-scale enterprise environment. Support Engineers demonstrate a willingness to learn and apply new technology. A successful candidate will demonstrate a technical aptitude, the ability to deal effectively with customers and cross-functional partners in a wide variety of situations while also providing a positive and collaborative customer service experience.

A successful candidate will also be able to prioritize a multitude of concurrent issues, and can escalate and demonstrate a proven ability to operate in complex situations. You will provide first and second tier technical support, contribute to enterprise cross-functional projects and interact with software development teams, key stakeholders, vendors and other support teams globally.

Key job responsibilities

Your responsibilities will contribute to supporting network operations, cloud technology, software applications and devices across Amazon Studios global productions. Our TechOps teams support the Studios production personnel (cast and crew) and Studios business teams (content development, software engineering, content programming and marketing). We work in a team environment and regularly collaborate with studios production personnel and studio executives at all levels.

A day in the life

Support Engineers drive the execution and improvement of key service delivery processes throughout the content production lifecycle and the global Studios organization. You will support hardware devices, manage software applications, provide a positive customer service experience and partner daily with cross-functional partners.

About the team

Our TechOps teams support the Studios production personnel (cast and crew) and Studios business teams (content development, software engineering, content programming and marketing). We work in a team environment and regularly collaborate with studios production personnel and studio executives at all levels.

BASIC QUALIFICATIONS

• 2+ years of industry experience working in a technical support or application support environment.
• 2+ years of experience working in a customer service environment.
• Prior experience supporting large-scale enterprise applications and technology.

PREFERRED QUALIFICATIONS

• Prior experience working within the Media and Entertainment industry.
• Demonstrate knowledge and experience working in AWS cloud computing environments.
• Earned an Associate AWS Certification.
• Experience analyzing, troubleshooting, and providing solutions for technical issues.
• Prior professional work experience in a technical support or technical customer support role.
• Demonstrates knowledge and understanding of networking, application support, desktop technologies and proven methods of providing innovative solutions to customers.
• Comfortable working in an ambiguous, ever changing environments.
• Demonstrate business acumen, written communication skills and clear and concise verbal communication skills.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.