Staff Operational Support Engineer L2

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

• 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.