Job Title: Operational Support Engineer (L2)
Location: Remote
Hire Type: W2 Contract (6 months+)
Summary
Client is building a dedicated Operational Support (L2) team responsible for the stability, availability, and operational excellence of their 24/7 live video streaming, ads, player, and real time delivery platforms.
As an Operational Support Engineer (L2), you take end to end ownership of customer impacting production incidents once they are triaged by Level 1 support. You operate directly on production systems, lead live incident resolution, and act as the operational bridge between Support, Engineering, DevOps, and customers, particularly during high impact live events.
This is a hands on, customer facing role focused on incident ownership, production operations, automation, and operational scalability, not just reactive troubleshooting.
Key Responsibilities:
Incident & Operational Support
- Take ownership of escalated customer issues from Level 1 Support and drive them to resolution
- Troubleshoot and resolve complex, high-impact production incidents affecting live streams, VOD playback, ad insertion, DRM, and real-time WebRTC services
- Operate directly on production environments, including configuration changes, CDN adjustments, and corrective actions, following established operational procedures, including executing mitigations and emergency changes during live incidents when customer impact requires immediate action
- Lead or actively contribute to live incident bridges involving customers, internal teams, and partners
- Provide clear, timely communication during incidents, including status updates and customer-facing explanations.
Required Skills & Experience
- 5+ years of relevant experience in operational, support, or similar customer‑facing roles
- Proven ability to own complex problems end‑to‑end and operate with a high degree of autonomy
- Strong experience supporting production video streaming platforms, OTT services, live systems
- Familiarity with HLS, DASH, CMAF, WebRTC, DRM and CDN architectures
- Experience working with monitoring, alerting, and logs to diagnose live incidents (Grafana, Kibana/ELK, Prometheus, Loki)
- Correlate backend streaming metrics, player telemetry, and CDN signals to diagnose live customer issues end-to-end
- Comfort performing controlled changes in production environments
- Working knowledge of incident management and on-call operations.
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