Aws Media Delivery Specialist Support Strategic Industries jobs at Amazon in Costa Rica

*This role is full on site and DOES NOT offer remote option.**Please note for this role requires an advanced proficiency (C1) level in both English and Portuguese*Quality Specialists play a vital role in establishing and maintaining comprehensive quality frameworks across our operations.When quality issues arise, these specialists create prescriptive actions, examining data patterns to formulate effective solutions.Through regular side-by-side sessions, they identify opportunities for workflow enhancement and quality improvements.They consistently evaluate quality tools, suggesting refinements to enhance effectiveness, while simultaneously maintaining and updating process documentation to ensure standardization and clarity across all workflows.This comprehensive approach ensures quality remains at the forefront of our operational excellence.Key job responsibilities
Key job responsibilities
* Define and implement quality metrics for established workflows
* Create prescriptive actions for quality issues
* Partner with customers, operations and internal support teams to optimize workflow quality
* Conduct side-by-sides to identify opportunities for workflow enhancement and quality improvements
* Analyze data trends and develop solutions
* Monitor quality performance and coach operations teams
* Create and maintain quality metrics reports
* Handle customer escalations and recommendations
* Evaluate and suggest improvements for quality tools
* Support process documentation and implementation

* Advance C1 English and Portuguese proficiency
* Intermediate Excel skills (VLOOKUPS, PIVOTS, formulas)
* Experience in data analysis
* Strong process expertise in data services
* Experience in coaching and process improvement
* Experience working cross functionally with tech and non-tech teams
* Experience in defining and implementing process improvement initiatives using data and metrics
* Strong analytical and problem-solving skills
* Excellence in written and verbal communication
* Demonstrated ability to influence without authority
* Ability to work in ambiguous environments

* Experience with speech or language data preferred
* Project management and process improvements experience
* Experience in driving end to end delivery, and communicating results to senior leadership
* Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
* Knowledge of Lean, Six Sigma, or other quality improvement methodologies. Project management certification (PMP, CAPM, or equivalent)

Key job responsibilities
Enterprise Account Engineers must be able to work across many AWS services across media workloads from contribution encoding through origination and content delivery. You will apply both product and domain expertise to assist customers in their key workflows through all phases of architectural specification, development, deployment and monitoring for ongoing operations. Working in tandem with a Technical Account Manager specializing in media delivery, Enterprise Account Engineers are key to driving long-term success with key enterprise accounts. You will develop deep technical knowledge on the operational aspects of media workflows and leverage that knowledge to provide expert guidance to ensure our customers achieve operational reliability, resiliency, and scalability for their critical live events and other media workloads.
A day in the life
As an Enterprise Account Engineer specializing in media delivery, you will:* Act as the primary technical point of contact representing the technical needs of high-value media workflows for key enterprise accounts during live event delivery
* Work across multiple AWS services including video origination and delivery services to drive well architected solutions and ensure the consistently high customers experience with overall content delivery performance
* Interface with customer project managers and technical owners to understand key technical and operations requirements
* Collaborate with Product Managers to define customer technical requirements, helping to advocate for solutions that drive long-term operational success* Oversee video delivery performance by monitoring both customer and service metrics
* Identify, troubleshoot, mitigate and resolve complex video delivery performance problems
* Own customer-facing and internal communication during production impacting incidents
* Work independently with customer engineering and operations teams
* Build training materials, runbooks, and operational plans to help a key expanding team

- Bachelor's degree in computer science, engineering, mathematics or equivalent
- 5+ years experience with Content Delivery Networks [CDNs] (e.g AWS CloudFront, Akamai, EdgeCast, Fastly) or commensurate experience with underlying technologies including networking, DNS, HTTP, and/or TCP/IP.
- 5+ years of experience in systems engineering or technical operations support, with some customer-facing responsibilities
- 3+ years of experience (and demonstrated credibility) working in a technical role within a software engineering-focused business
- Ability to travel up to 10%, primarily regionally

- Experience with Cloud Providers, especially Amazon Web Services
- Ability to understand and communicate business and technical needs
- Excellent communication skills including facilitation, negotiation, and conflict resolution
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance
- Ability to interact with and influence technical personnel at all levels
- 2+ years’ software engineering experience
- Familiarity with one or more Linux-based scripting language (e.g. Python, Bash, JavaScript, etc.) or object oriented programming languages (Java, C++, C#)
- Willingness to work closely with customers during high profile live events, including nights and weekends