L2 Technical Support Engineer

Quick Facts

• Role: L2 Technical Support Engineer (off-hours on-call)
• Focus: Enterprise video streaming and encoding platform support
• Main outcomes: Incident resolution and reliable service availability within SLAs

Description

Provide L2 off-hours on-call technical support for an enterprise video streaming and encoding platform, ensuring continuous availability. Own the full incident lifecycle—from triage and ticketing to deep-dive RCA, workarounds, and resolution within strict SLAs. Troubleshoot REST API integrations, diagnose web player issues, and validate live streaming and encoding pipelines across multi-cloud environments.

Responsibilities

• Deliver L2 off-hours on-call support for enterprise video streaming and encoding workflows
• Manage incident lifecycle: triage, ticket logging, root cause analysis, workaround implementation, and resolution within SLA targets
• Troubleshoot REST API integrations (endpoints, authentication/tokens, headers, CORS preflights, payload errors) and reproduce issues via Postman or curl
• Diagnose web player issues (JS/TS) using Chrome DevTools: Console/Network inspection, buffering analysis, and HLS/DASH manifest/segment validation
• Validate live streaming and encoding pipelines: RTMP ingest status, encoder health, transcoding pipelines, and adaptive bitrate delivery
• Analyze container/service logs using Docker and Kubernetes (kubectl logs, pod/service statuses, events), mainly in GCP
• Investigate network/proxy/gateway issues (TLS certificates, HTTP/HTTPS, Nginx/HAProxy configurations)
• Document incident progress and client communication in Zendesk/Jira; escalate complex issues to L3 with logs, reproduction steps, hypotheses, and artifacts in object storage (S3/GCS)
• Maintain ticket hygiene and follow handover procedures between on-call shifts

Requirements

• 2+ years hands-on production troubleshooting experience in L2 Technical Support, DevOps, or Web Systems Engineering
• Hands-on video streaming/OTT/media troubleshooting (live RTMP ingest, file-based encoding/transcoding, delivery workflows)
• Practical understanding of video streaming protocols and delivery (HLS, DASH, ABR, codecs, containers)
• Hands-on Chrome DevTools diagnostics (Console/Network, CORS headers, HAR capture, manifest/segment and buffering analysis)
• Deep REST API understanding and debugging (HTTP methods/headers/status codes, Postman, curl)
• Strong Linux command-line skills
• Experience analyzing service logs and Kubernetes health (Docker, kubectl)
• Availability for off-hours on-call coverage (Mon–Fri 00:00–05:30 CET, Sat–Sun 24/7)
• English level: Upper-Intermediate or higher

Benefits

• Mentoring and onboarding for new employees
• Up to an additional 1,000 EUR/month bonus potential based on expertise level
• Access to a corporate training portal with continuously updated materials
• Certification compensation (e.g., AWS, PMP)
• Referral program
• Private health insurance and sports compensation (depending on employment type)