TELECOMMUTE Operational Support Engineer (L2)

We are building a dedicated L2 Operational Support team responsible for the stability and availability of our 24/7 live video streaming, ad insertion, and real-time delivery platforms. This is a high-ownership, production-level role acting as the technical bridge between Support, Engineering, DevOps, and enterprise customers during major live events., * Incident Ownership & Production Operations: Own and resolve high-impact production incidents. Safely operate directly on production infrastructure, execute live emergency changes, and make CDN adjustments under tight SLAs.

• Infrastructure as Code (IaC): Understand and safely modify infrastructure using Terraform, Helm, Kubernetes manifests, and GitOps workflows.
• AI-Driven Operations: Leverage AI tooling for automated runbook execution, intelligent alert correlation, pattern detection, and automated troubleshooting workflows.
• Observability & Triaging: Correlate backend streaming metrics, player telemetry, and CDN signals using Grafana, Kibana/ELK, Prometheus, and Loki to isolate root causes.

Experience in the video streaming domain is mandatory.

• 5+ Years of relevant experience in a technical support, operations, or reliability engineering role.
• Streaming Protocol Mastery: Deep understanding of HLS, DASH, CMAF, WebRTC, DRM, and global CDN architectures.
• Infrastructure Familiarity: Solid troubleshooting experience across distributed cloud systems, APIs, microservices, and containerized deployments.
• Incident Management: Exceptional ability to lead live incident bridges, remain highly structured under pressure, and deliver clear customer-facing communications.