Staff Operational Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and resolve escalated production incidents that affect live streaming, VOD playback, ad insertion, DRM, and WebRTC services by executing troubleshooting, implementing production changes, leading incident bridges, and ensuring timely communication with customers during significant events.

• Support production operations by utilizing Infrastructure as Code methodologies with tools like Terraform, Helm, Kubernetes manifests, GitOps workflows, and CI/CD pipelines to ensure safe, auditable, and repeatable changes in infrastructure and configuration while collaborating with Engineering and DevOps teams.

• Improve operational efficiency by using AI-driven tools for incident triage, alert correlation, pattern detection, runbook automation, acceleration of troubleshooting, and enhancing incident communication while advocating for automation-first operational practices.

• Engage in pre-event readiness planning and provide 24/7 operational support by verifying monitoring coverage, conducting runbook reviews, identifying and addressing risks, assisting with critical customer events, participating in on-call rotations, ensuring seamless global shift transitions, and responding to urgent alerts within defined SLAs for stream health, player errors, and delivery infrastructure.

• Promote continuous improvement through root cause analysis, documenting corrective and preventive measures, enhancing runbooks and knowledge databases, collaborating with Engineering teams on defect resolutions and production deployments, and contributing operational insights during post-incident evaluations.

⛳️ Requirements

• A minimum of 5 years of experience in operational support, production support, or similar customer-facing technical positions within complex production environments.

• Experience in supporting live video streaming platforms, OTT services, and real-time delivery systems.

• Proficiency in troubleshooting across distributed systems, including APIs, microservices, and cloud infrastructure.

• Familiarity with streaming technologies and protocols such as HLS, DASH, CMAF, WebRTC, DRM, and CDN architectures.

• Expertise in monitoring and observability tools like Grafana, Kibana/ELK, Prometheus, and Loki for diagnosing live production issues with 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.

• Capability to safely implement controlled changes in production environments following established operational procedures.

• Understanding of incident management processes and experience in participating in on-call support rotations within 24/7 operational settings.

• Preferred experience utilizing AI tools and automation to enhance incident response, operational efficiency, and troubleshooting processes.

• Strong collaboration skills with a background in partnering with Engineering, DevOps, Support, and Product teams to achieve improved operational results.

🏝️ Benefits

• Group Medical

• Dental

• Vision

• Life

• Retirement Savings Program

• PSL