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Job Details

Skills

PSL
Audiovisual
VOD
Communication
Bridging
SAFE
Terraform
Kubernetes
Continuous Integration
Continuous Delivery
Collaboration
DevOps
Operational Efficiency
Workflow
Artificial Intelligence
Root Cause Analysis
Advertising
Real-time
Data Link Layer
Customer Facing
Video Streaming
OTT
Microservices
IaaS
HLS
Dash Python
DRM
Grafana
Kibana
Streaming
Incident Management
SAP PP

Summary

Job Description

Staff Operational Support Engineer L2 37639950

Hourly pay: $70/hr
Worksite: Leading audio, video, and voice technologies company (Atlanta, GA 30308 - Onsite)
W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL
40 hours/week, 12 Month Assignment

A leading video, audio, and voice technologies company Staff Operational Support Engineer L2 to provide operational support for 24/7 live video streaming, advertising, player, and real-time delivery platforms.

Staff Operational Support Engineer L2 Responsibilities:

Own escalated customer issues from Level 1 Support through resolution, troubleshooting complex production incidents affecting live streams, VOD playback, ad insertion, DRM, and real-time WebRTC services; operate directly in production environments to perform configuration changes, CDN adjustments, mitigations, and emergency changes when required, while providing clear and timely customer-facing communication and leading or contributing to live incident bridges with customers, internal teams, and partners.
Work with Infrastructure as Code as the primary mechanism for safe, auditable, and repeatable production changes, using Terraform, Helm, Kubernetes manifests, GitOps workflows, CI/CD and deployment pipelines; validate and execute infrastructure and configuration changes through codified workflows and collaborate with Engineering and DevOps to improve deployment reliability and operational safety.
Improve operational efficiency and incident response, including AI-assisted incident triage and classification, automated runbook execution, AI-based incident pattern detection, intelligent alert correlation and noise reduction, automated or improved incident communications, accelerated troubleshooting workflows, and identification of recurring or systemic issues; drive adoption of automation-first and AI-augmented operational practices.
Support pre-event operational readiness for critical customer events through runbook checks, monitoring coverage validation, risk identification and mitigation planning, and rehearsed incident-response strategies, and respond to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure.
Perform and contribute to root cause analyses, document findings and corrective and preventive actions, identify recurring issues and partner with Engineering and Product teams to eliminate them, improve runbooks, operational playbooks, and knowledge bases across player, advertising, live-streaming, and real-time products, support production deployments and defect resolution, provide feedback on observability, tooling gaps, and operational risks, and serve as the operational voice during post-incident reviews.

Staff Operational Support Engineer L2 Qualifications:

5+ years of relevant experience in operational, support, or similar customer-facing roles.
Experience supporting production video streaming platforms, OTT services, and live systems.
Troubleshooting skills across distributed systems, including APIs, microservices, and cloud infrastructure.
Familiarity with HLS, DASH, CMAF, WebRTC, DRM, and CDN architectures.
Experience using monitoring, alerting, and logging tools such as Grafana, Kibana/ELK, Prometheus, and Loki to diagnose live incidents.
Ability to 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.

Shift:

24/7 On-Call Rotation: Includes nights, weekends, and holidays as part of a global support model, ensuring effective handoffs between shifts and regions.

#PP

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10453555
Position Id: 8fafc584a3880d9601353c3515b170d0
Posted 3 days ago

Fitment

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Job Details

Skills

PSL
Audiovisual
VOD
Communication
Bridging
SAFE
Terraform
Kubernetes
Continuous Integration
Continuous Delivery
Collaboration
DevOps
Operational Efficiency
Workflow
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Summary

Job Description

Staff Operational Support Engineer L2 37639950

Hourly pay: $70/hr
Worksite: Leading audio, video, and voice technologies company (Atlanta, GA 30308 - Onsite)
W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL
40 hours/week, 12 Month Assignment

Own escalated customer issues from Level 1 Support through resolution, troubleshooting complex production incidents affecting live streams, VOD playback, ad insertion, DRM, and real-time WebRTC services; operate directly in production environments to perform configuration changes, CDN adjustments, mitigations, and emergency changes when required, while providing clear and timely customer-facing communication and leading or contributing to live incident bridges with customers, internal teams, and partners.
Work with Infrastructure as Code as the primary mechanism for safe, auditable, and repeatable production changes, using Terraform, Helm, Kubernetes manifests, GitOps workflows, CI/CD and deployment pipelines; validate and execute infrastructure and configuration changes through codified workflows and collaborate with Engineering and DevOps to improve deployment reliability and operational safety.
Improve operational efficiency and incident response, including AI-assisted incident triage and classification, automated runbook execution, AI-based incident pattern detection, intelligent alert correlation and noise reduction, automated or improved incident communications, accelerated troubleshooting workflows, and identification of recurring or systemic issues; drive adoption of automation-first and AI-augmented operational practices.
Support pre-event operational readiness for critical customer events through runbook checks, monitoring coverage validation, risk identification and mitigation planning, and rehearsed incident-response strategies, and respond to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure.
Perform and contribute to root cause analyses, document findings and corrective and preventive actions, identify recurring issues and partner with Engineering and Product teams to eliminate them, improve runbooks, operational playbooks, and knowledge bases across player, advertising, live-streaming, and real-time products, support production deployments and defect resolution, provide feedback on observability, tooling gaps, and operational risks, and serve as the operational voice during post-incident reviews.

Staff Operational Support Engineer L2 Qualifications:

5+ years of relevant experience in operational, support, or similar customer-facing roles.
Experience supporting production video streaming platforms, OTT services, and live systems.
Troubleshooting skills across distributed systems, including APIs, microservices, and cloud infrastructure.
Familiarity with HLS, DASH, CMAF, WebRTC, DRM, and CDN architectures.
Experience using monitoring, alerting, and logging tools such as Grafana, Kibana/ELK, Prometheus, and Loki to diagnose live incidents.
Ability to 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.

Shift:

24/7 On-Call Rotation: Includes nights, weekends, and holidays as part of a global support model, ensuring effective handoffs between shifts and regions.

#PP

Dice Id: 10453555
Position Id: 8fafc584a3880d9601353c3515b170d0
Posted 3 days ago

Fitment

Dice Job Match Score™

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Once logged in, be sure to complete your profile to get the most accurate match score.

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