This job listing expired on Jun 27, 2022
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About Us

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It’s where millions of people come together to chat, interact, and make their own entertainment.

We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter, get interviewing tips on Instagram, and discover projects we’re solving on our Blog.

About the Role

Amazon Interactive Video Service (IVS) is an end-to-end video delivery service, within Amazon Web Services, which runs one of the largest live video distribution networks in the world. It is built on top of Twitch Video which is offered to external customers. Live streaming is a growing medium for many companies to uniquely engage their audiences. Amazon IVS enables the building and scaling of such live streaming platforms, just as it does for Twitch, where more than a billion hours are streamed live each month.

As an IVS Support Operations Engineer, you will help IVS customers to build interactive live streaming experiences at scale, help provide timely technical support to all IVS customers in various stages of integration with the service. You will work with Twitch/IVS video engineering and learn about the platform. You will leverage your technical acumen and the ability to understand the complete lifecycle of the customers video streaming needs, allowing you to dive deep into customer issues; and together with the engineering teams, drive them to technical resolutions. The customers will likely have time sensitive issues so the ability to go beyond and simulate customers environments is key to assisting them. You will report to Senior Support Engineering Manager.

You Will:

  • Dive deep into the customer's issues and replicate the environment in order to understand why a certain issue arises.
  • Manage the escalation and resolution of high severity customer-impacting issues, including out-of-hours escalations.
  • Advise customers on how to build resilient and high quality video streaming solutions on top of IVS-provided features
  • Be responsible for owning and understanding customer technical issues and ensure that customer feedback is represented to internal teams
  • Drive case correspondence, categorize, evaluate, escalate, and case manage technical problems through to resolution
  • Work amongst an amazingly talented and driven team of software, event and operations engineers to ensure our customers get the best experience possible
  • Help build tooling and services to improve efficiency and effectiveness of customer issue resolution

You Have:

  • 3+ years' experience in media encoding, transcoding, Adaptive Bitrate packaging, transport for Live/OTT networks and delivery to browser and device playback.
  • 3+ years' experience in a customer facing role such as Support Engineering, Customer Support, Professional Services, Customer Success, or Technical Account Management
  • Bachelor's degree in Computer Science, Engineering or related field of study, or 3+ years of related work experience
  • A passion for working on leading edge technologies and solving intrinsically hard problems
  • Prior experience in technical writing and verbal communication

Bonus Points

  • iOS/Android development experience
  • Used AWS to build media workflows
  • Experience with FFmpeg and command line media workflows
  • Fluent in Mandarin, Japanese or Korean

Perks

  • Medical, Dental, Vision & Disability Insurance
  • 401(k)
  • Maternity & Parental Leave
  • Flexible PTO
  • Commuter Benefits
  • Amazon Employee Discount
  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.