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Staff Operational Support Engineer (L2) (37359129)
Job Location
Atlanta, GA
Experience (in Years)
-
Job Type
Contract W2
Job Openings
Staff Operational Support Engineer (L2) (37359129)
Job Description
OptiView is 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 realtime delivery platforms.
As an Operational Support Engineer (L2), you take endtoend ownership of customerimpacting 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 highimpact live events.
This is a handson, customerfacing role focused on incident ownership, production operations, automation, and operational scalability, not just reactive troubleshooting.
Key Responsibilities
Incident & Operational Support
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
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:
o Terraform
o Helm
o Kubernetes manifests
o GitOps workflows
o 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
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
Job Requirements
Operational Support, Incident Management, Customer Issue Resolution, Production Incident Troubleshooting, Live Stream Support, VOD Playback, Ad Insertion, DRM, WebRTC Services, Production Environment Management, Configuration Changes, CDN Adjustments, Emergency Change Execution, Live Incident Bridge Leadership, Customer Communication, Infrastructure as Code, Terraform, Helm, Kubernetes Manifests, GitOps Workflow, CI/CD Pipelines, Deployment Pipelines, Deployment Reliability, Operational Safety, AI Tools, Automation, AI-assisted Incident Triage, Automated Runbook Execution, AI-based Pattern Detection, Intelligent Alert Correlation, Noise Reduction, Incident Communication, Troubleshooting Workflows, Pattern Identification, Systemic Issue Analysis, Automation-First Operational Practices, AI-Augmented Operational Practices
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