Staff Operational Support Engineer

Staff Operational Support Engineer

A leading video, audio, and voice technologies company Staff Operational Support Engineer to take ownership of production incidents, support critical live events, and drive automation and continuous improvement initiatives across streaming infrastructure and operations.

Staff Operational Support Engineer Responsibilities:

• Own and resolve escalated production incidents impacting live streaming, VOD playback, ad insertion, DRM, and WebRTC services by performing troubleshooting, executing production changes, leading incident bridges, and providing timely customer communications during high-impact events.
• Support production operations through Infrastructure as Code practices using tools such as Terraform, Helm, Kubernetes manifests, GitOps workflows, and CI/CD pipelines to implement safe, auditable, and repeatable infrastructure and configuration changes while collaborating with Engineering and DevOps teams.
• Enhance operational efficiency by leveraging AI-driven tools for incident triage, alert correlation, pattern detection, runbook automation, troubleshooting acceleration, and improving incident communications while promoting automation-first operational practices.
• Participate in pre-event readiness planning and 24/7 operational support by validating monitoring coverage, conducting runbook reviews, identifying and mitigating risks, supporting critical customer events, participating in on-call rotations, ensuring smooth global shift handoffs, and responding to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure.
• Drive continuous improvement by performing root cause analysis, documenting corrective and preventive actions, improving runbooks and knowledge bases, collaborating with Engineering teams on defect resolution and production deployments, and providing operational insights during post-incident reviews.

Staff Operational Support Engineer Qualifications:

• 5+ years of experience in operational support, production support, or similar customer-facing technical roles supporting complex production environments.
• Experience supporting live video streaming platforms, OTT services, and real-time delivery systems.
• Troubleshooting experience across distributed systems, including APIs, microservices, and cloud infrastructure.
• Experience with streaming technologies and protocols, including HLS, DASH, CMAF, WebRTC, DRM, and CDN architectures.
• Proficiency with monitoring and observability tools such as Grafana, Kibana/ELK, Prometheus, and Loki to diagnose live production issues using backend metrics, player telemetry, and CDN data.
• Experience working with Infrastructure as Code and operational tools, including Terraform, Helm, Kubernetes manifests, GitOps workflows, and CI/CD pipelines.
• Ability to safely perform controlled changes in production environments using established operational procedures.
• Knowledge of incident management processes and experience participating in on-call support rotations within 24/7 operational environments.
• Experience leveraging AI tools and automation to improve incident response, operational efficiency, and troubleshooting workflows is preferred.
• Strong collaboration skills with experience partnering with Engineering, DevOps, Support, and Product teams to improve operational outcomes.

Shift:

• Shifts will be within a 24/7 on-call rotation, including nights, weekends, and holidays, as part of a global support model.