Lead Support Engineer, AI Studios Engineering

Amazon • Culver City, CA

7h

About The Position

We are looking for an experienced Support Engineer with the ability to deep-dive into complex creative-technical workflows, invent and simplify with a high degree of ownership, and deliver a world-class support experience for the creators building the future of entertainment. As a Support Engineer on the AI Studios Engineering team within Prime Video and Amazon MGM Studios, you will be the single point of contact for all customer intake on Nara, our AI-native content creation platform that empowers animators, filmmakers, and storytellers to produce professional animation and live-action/VFX content featuring world-class intellectual properties at unprecedented speed and scale. This is a uniquely high-impact, high-autonomy role. You will serve creators who operate under tight production timelines and expect a premium, frictionless experience. You will balance delivering the white-glove support that entertainment professionals demand with building scalable mechanisms including AI-powered agents that act as delegate support engineers to multiply your capacity without sacrificing quality. You will be the strategic bridge between creative users and engineering teams, exercising judgment on when to shield and when to connect, ensuring engineers develop genuine empathy for the creators they serve while staying focused on building. A day in the life As Nara’s Lead Support Engineer, you’ll start by triaging global intake solving AI rendering or VFX pipeline issues for marquee Amazon MGM Studios productions. You’ll provide high-touch support before switching to optimize the AI agents you’ve built, refining automated playbooks based on overnight performance data. Mid-day, you’ll translate creator friction into technical requirements during syncs with Applied Scientists and SDEs. Your afternoons involve building extending agent capabilities or authoring knowledge base content. You’ll close by reviewing SLA dashboards and providing leadership with proactive experience readouts, ensuring platform gaps are addressed well before they impact critical production milestones About the team AI Studios Engineering sits within Prime Video and Amazon MGM Studios, building intelligent systems at the intersection of AI and cinematic storytelling. The team owns Nara, an AI-native content creation platform that empowers creators to produce professional animation and live action/VFX content featuring world-class intellectual properties at unprecedented speed and scale. Engineers and scientists on this team work alongside creative professionals, animators, filmmakers, and storytellers building production-quality AI-powered tools that are transforming how content is made for Prime Video's ambitious productions. This team is defining the future of AI-assisted entertainment at an industry level.

Requirements

• 4+ years of software development, or 3+ years of technical support experience
• Experience troubleshooting and debugging technical systems, or experience in development or technical support
• Experience in agile/scrum or related collaborative workflow, or experience in development or technical support
• Bachelor's degree in computer science, engineering, mathematics or equivalent, or Master's degree
• 3+ years of cloud based solution (AWS or equivalent), system, network and operating system experience, or Bachelor's degree
• Experience with web-based applications and HTTP, or experience that includes strong analytical skills, attention to detail, and effective communication abilities and experience in software development
• 3+ years of scripting language experience, or Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
• 5+ years of working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage experience

Responsibilities

• Strategic Intake & Operations As the single-threaded leader for Nara platform customer intake, you will own the end-to-end support experience for Prime Video’s elite creative talent (animators, VFX artists, and filmmakers). You will define SLAs and KPIs where time-to-resolution directly impacts production delivery timelines.
• White-Glove Service at Scale You will provide a "red carpet" experience high-touch, polished, and attuned to the urgency of live production. To balance quality with capacity, you will build scalable mechanisms, including intelligent triage, automated routing, and self-service playbooks, deciding precisely where the human touch is irreplaceable.
• Bridge to Engineering Serving as the interface between creators and AI Studios, you will translate workflow blockers into actionable technical requirements. You will influence Software Engineering and Product roadmaps by exercising judgment on when to shield teams from "noise" versus when to foster direct creator-engineer empathy.
• AI-Driven Evolution Operating as a solo lead, you will scale your impact by architecting a support model powered by AI agents. Using LLMs and agentic frameworks, you will codify platform knowledge into automated delegates that act as support engineers, expanding coverage while maintaining a premium creator experience.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level