L2 Technical Support Engineer

Our customer is a technology provider developing software solutions for digital media and content-driven businesses. Its platform helps organizations manage complex digital workflows and improve service performance by combining cloud technologies, data-driven capabilities, and automation. The project focuses on providing managed L2 technical support for a video technology platform, ensuring continuous availability and reliable service for enterprise customers.

• Hands-on experience in L2 Technical Support, DevOps, or Web Systems Engineering troubleshooting production environments for 2+ years.
• Proven experience in the video streaming / OTT / media domain: troubleshooting live streaming (RTMP ingest), encoding/transcoding, and delivery workflows.
• Practical knowledge of video streaming protocols (HLS, DASH), adaptive bitrate streaming, codecs, containers, and playback error patterns.
• Experience with browser diagnostics using Chrome DevTools: Console, Network traces, CORS headers, HAR capture, video segments/manifests, and buffering analysis.
• Deep understanding of REST API concepts, HTTP methods/headers/status codes, and API debugging tools (Postman, curl).
• Strong command-line skills in Linux.
• Practical experience analyzing service logs and checking pod/service health in Docker and Kubernetes (kubectl).
• Availability and readiness for off-hours on-call coverage as specified.
• English language proficiency from Upper-Intermediate and above.

• Providing L2 off-hours on-call technical support for enterprise video streaming and encoding workflows.
• Owning end-to-end incident lifecycle: triage, ticket logging, root cause analysis, workaround implementation, and resolution within SLA targets.
• Troubleshooting REST API integrations including endpoints, authentication, headers, CORS preflights, and payload errors.
• Diagnosing web player issues (JS/TS) using Chrome DevTools: inspecting Console and Network tabs, buffering analysis, verifying manifest and segment availability (HLS, DASH).
• Validating live streaming and encoding pipelines: monitoring RTMP ingest status, encoder health, transcoding pipelines, and adaptive bitrate delivery.
• Reading and analyzing container and service logs via Docker and Kubernetes across multi-cloud environments (mainly GCP).
• Investigating network, proxy, and gateway issues including TLS certificates, HTTP/HTTPS, Nginx, and HAProxy configurations.
• Documenting incident progress and client communication in Zendesk/Jira.
• Escalating complex issues to L3 engineering with detailed context and artifacts in object storage (S3/GCS).
• Maintaining ticket hygiene and following handover procedures between on-call shifts.

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