L2 Technical Support Engineer
We're hiring an L2 Technical Support Engineer for a project supporting a video platform and ensuring reliable service, incident resolution, and system availability.
Our customer is a technology provider developing software solutions for digital media and content-driven businesses. Its platform helps organizations manage complex digital workflows, improve service performance, and deliver reliable experiences across different environments and devices.
The project is focused on providing managed L2 technical support for a video technology platform, ensuring continuous availability and reliable service for enterprise customers. It covers production incident diagnosis and mitigation across video encoding workflows, web player integrations, and REST APIs while supporting effective escalation to engineering teams.
Responsibilities:
- Providing L2 off-hours on-call technical support for enterprise video streaming and encoding workflows.
- Owning end-to-end incident lifecycle: triage, ticket logging, deep-dive root cause analysis (RCA), workaround implementation, and resolution within strict SLA targets.
- Troubleshooting REST API integrations: inspecting endpoints, authentication/tokens, headers, CORS preflights, and payload errors; reproducing reproducible calls via Postman/curl.
- Diagnosing web player issues (JS/TS) using Chrome DevTools: inspecting Console and Network tabs, analyzing buffering, verifying manifest and segment availability (HLS, DASH).
- Validating live streaming and encoding pipelines: verifying RTMP ingest status, encoder health, transcoding pipelines, and adaptive bitrate delivery.
- Reading and analyzing container and service logs via Docker and Kubernetes (kubectl logs, pod/service statuses, events) across multi-cloud environments (mainly GCP).
- Investigating basic network, proxy, and gateway issues (TLS certificates, HTTP/HTTPS, Nginx/HAProxy configurations).
- Documenting incident progress and client communication in Zendesk/Jira, providing clear updates.
- Escalating complex issues to L3 engineering with well-structured context: logs, reproduction steps, working hypotheses, and collected artifacts in object storage (S3/GCS).
- Maintaining ticket hygiene and following handover procedures between on-call shifts.
Requirements:
- Hands-on experience in L2 Technical Support, DevOps, or Web Systems Engineering troubleshooting production environments for 2+ years.
- Proven hands-on experience in the video streaming / OTT / media domain: troubleshooting live streaming (RTMP ingest), file-based encoding/transcoding, and delivery workflows.
- Practical understanding of video streaming protocols (HLS, DASH), adaptive bitrate (ABR) streaming, codecs, containers, and common playback error patterns.
- Hands-on browser diagnostics using Chrome DevTools: inspecting Console, Network traces, CORS headers, HAR capture, and analyzing video segments/manifests and buffering issues.
- Deep understanding of REST API concepts, HTTP methods/headers/status codes, and hands-on API debugging (Postman, curl).
- Strong Linux command-line skills.
- Practical experience analyzing service logs and checking pod/service health in Docker and Kubernetes (kubectl).
- Availability and readiness for off-hours on-call coverage (Mon–Fri 00:00–05:30 CET, Sat–Sun 24/7).
- Level of English – from Upper-Intermediate and above.
Nice-to-haves:
- Hands-on exposure to live video streaming workflows, RTMP ingest, HLS/DASH delivery, and common player/streaming error patterns.
- Experience working with cloud platforms: GCP (primary platform), AWS, or Azure (reading instance logs, cloud metrics, and storage buckets).
- Prior on-call / night-shift support experience and incident management discipline under strict SLAs.