Staff Operational Support Engineer

Location: 756 W Peachtree St., GA 30308 • Duration: 12 months

About the role

Building a dedicated Operational Support (L2) team responsible for the stability, availability, and operational excellence of our 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.

Responsibilities

• 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
• 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 workflows
  • 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
• 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
• Use AI to:
  • Generate or improve incident communications
  • Accelerate troubleshooting workflows
  • Identify recurring patterns and systemic issues
  • Drive adoption of automation-first and AI-augmented operational practices

Skills

• Pre-Event Planning & Operational Readiness
  • Participate in pre-event readiness planning for critical customer events
  • Validate system readiness through:
    • Runbook checks
    • Monitoring coverage validation
    • Risk identification and mitigation planning
  • Define and rehearse incident response strategies for high-risk scenarios
  • Collaborate with customers and internal teams to ensure smooth event execution