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Operational Support Engineer
Job in
Atlanta, Fulton County, Georgia, 30383, USA
Listed on 2026-07-20
Listing for:
Jobtailor
Full Time
position Listed on 2026-07-20
Job specializations:
-
IT/Tech
SRE/Site Reliability
Job Description & How to Apply Below
- 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.
- Work fluently with Infrastructure as Code (IaC) to understand, troubleshoot, and safely modify production environments.
- Leverage AI tools and automation to enhance operational efficiency and incident response.
- Participate in pre-event readiness planning for critical customer events.
- 5+ years of relevant experience in operational, support, or similar customer‑facing roles
- Proven ability to own complex problems end‑to‑end and operate with a high degree of autonomy
- Strong experience supporting production video streaming platforms, OTT services, live systems
- Solid troubleshooting skills across distributed systems (APIs, microservices, cloud infrastructure)
- Familiarity with HLS, DASH, CMAF, WebRTC, DRM and CDN architectures
- Experience working with monitoring, alerting, and logs to diagnose live incidents (Grafana, Kibana/ELK, Prometheus, Loki)
- Comfort performing controlled changes in production environments
- Working knowledge of incident management and on‑call operations
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