Support Engineer – Amazon Video

As a member of the Video Playback team, you will spend your time managing trouble tickets through to resolution or escalation using existing documentation, procedures, and tools. You provide detailed data and communications within tickets and tend to over document and over communicate. You work on support projects that require a limited scope or are well documented. You interface with other team’s to resolve tickets and complete projects. You generate service metrics using scripts and/or documentation. You become very familiar with the use of monitoring dashboards and applications and use them to determine service issues. You communicate professionally with your team and other teams in your division, knowing when to contribute and when to listen. Your work is accurate and thorough and you strive towards excellence.

Some of the key job functions

· Provide support of incoming tickets, including extensive troubleshooting tasks

· Work on operations and maintenance driven coding projects, primarily in Python or shell scripts, web technologies, with the potential for Java based projects.

· Software deployment support in staging and production environments.

· System and Support status reporting.

Basic Qualifications
· BS in Computer Science, Engineering or a related technical field, or relevant technical experience

· 3+ years overall development/technical support experience

· Experience in Python and/or shell scripts

· Knowledge of the UNIX/Linux operating system

· Knowledge of Java based technologies

· Ability to write intermediate level database queries in SQL

Preferred Qualifications
· Support / Troubleshooting experience

· Experience in Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)

· Experience and knowledge of video codec formats, encoding tools.

· Demonstrated skill and passion for operational excellence

· Experience in communicating with users, other technical teams.