L2 Technical Support Engineer

Andersen is a global software development company with over 18 years of experience supporting businesses worldwide in their digital transformation. Headquartered in Poland, it operates development centers across multiple countries. Andersen offers end-to-end IT services including custom software development, API integration, system architecture, legacy modernization, and long-term support. It serves clients across industries such as Healthcare, FinTech, Logistics, Automotive, Manufacturing, E-commerce, Multimedia & Entertainment.

• Hands-on experience in L2 Technical Support, DevOps, or Web Systems Engineering troubleshooting production environments for 2+ years.
• Proven experience in video streaming/OTT/media domain including troubleshooting live streaming (RTMP ingest), file-based encoding/transcoding, and delivery workflows.
• Practical understanding of video streaming protocols including HLS and DASH, adaptive bitrate streaming, codecs, containers, and common playback error patterns.
• Strong skills in browser diagnostics utilizing Chrome DevTools.
• Deep understanding of REST API concepts, HTTP methods, headers, status codes, and hands-on API debugging with tools like Postman and curl.
• Strong Linux command-line skills.
• Practical experience analyzing service logs and checking pod/service health in Docker and Kubernetes (kubectl).
• Availability for off-hours on-call coverage (Mon–Fri 00:00–05:30 CET, Sat–Sun 24/7).

Nice to have:

• English proficiency from Upper-Intermediate and above.

• Provide managed L2 technical support for a video technology platform.
• Ensure continuous availability and reliable service for enterprise customers.
• Diagnose and mitigate production incidents across video encoding workflows, web player integrations, and REST APIs.
• Support effective escalation to engineering teams.
• Conduct browser diagnostics using Chrome DevTools including inspecting Console, Network traces, CORS headers, HAR capture, and analyzing video segments, manifests, and buffering issues.