Staff Operational Support Engineer

Duties

• 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
• 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

Infrastructure as Code & Production Operations

• Work fluently with Infrastructure as Code (IaC) to understand, troubleshoot, and safely modify production environments
• Leverage tools and frameworks such as Terraform, Helm, Kubernetes manifests, GitOps workflow, CI/CD and deployment pipelines
• Use IaC as the primary mechanism for safe, auditable, and repeatable operational changes
• Collaborate with Engineering and DevOps to improve deployment reliability and operational safety
• Validate and execute infrastructure or configuration changes through codified workflows

AI-Driven Operations & Automation

• Leverage AI tools and automation to enhance operational efficiency and incident response
• Contribute to and use AI-assisted incident triage and classification, automated runbook execution, AI-based pattern detection across incidents, intelligent alert correlation and noise reduction
• Generate or improve incident communications, accelerate troubleshooting workflows, identify recurring patterns and systemic issues, drive adoption of automation-first and AI-augmented operational practices

Additional Information / Hiring Manager Notes

This position is open to candidates across the United States and offers a Remote work option.

Hiring Manager Preference: After reviewing profiles shared so far, the Hiring Manager would like us to focus on candidates with strong experience in the video streaming domain.

Preferred Background:

• Live Video Streaming platform
• OTT and Media Delivery platform
• VOD and Playback technologies
• WebRTC services
• CDN technologies
• DRM solutions
• Ad insertion technologies (SSAI/CSAI)
• Production support for customer-facing, high-availability streaming environments

Note: Candidates with a combination of Production Support/SRE experience, Kubernetes and IaC expertise, and strong video streaming domain knowledge will be highly preferred.