Support Operations Engineer

**About Us**:
Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We're always live at Twitch. Stay up to date on all things Twitch on LinkedIn, Twitter and on our Blog.

**About the Role**:
Amazon Interactive Video Service (IVS) is an Amazon Web Service that provides end-to-end video delivery and audience engagement tools to power live video experiences. IVS powers Twitch Video, one of the largest live video distribution networks in the world that delivers more than a billion hours of video each month. Our mission is to make streaming video technology available to anyone through IVS and to empower the creation of diverse communities through live video engagement.

As an IVS Support Operations Engineer, you will help IVS customers to build interactive live streaming experiences at scale, and help provide technical support to all IVS customers. Your work will help directly influence service team's ability to help customers, diagnose customer issues, provide customer-facing product features and further automate support operations. You will use your technical skills allowing you to dive deep into customer issues; and together with the engineering teams, bring them to technical resolutions. The customers will likely have time-sensitive issues so the ability to go beyond and emulate customers environments is key to assisting them. You will report to the Senior Support Engineering Manager. This position is remote and can be located in Japan, Singapore, Korea, or Taipei.

**You Will**:

- Manage the escalation and resolution of high severity customer-affecting issues, including out-of-hours escalations.
- Be the primary technical contact for onboarding and integrations with strategic customers
- Own and understand customer technical issues; evaluate, escalate, and case manage technical problems through to resolution
- Help build tooling and services to improve effectiveness of customer issue resolution
- Work amongst an amazingly talented and driven team of software engineers to ensure our customers get the best experience possible

**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 experience with working on leading edge technologies and solving intrinsically hard problems
- Prior experience in technical writing and verbal communication
- Fluent knowledge of English language (written/spoken) is required.

**Bonus Points**:

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

**Perks**:

- Medical Insurance
- Health Screenings
- Life Insurance
- Maternity & Parental Leave
- Paid Time Off
- 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._

Job ID: TW7801