Live Streaming Ops & Incident Commander Engineer

Cypress HCM

Atlanta (GA)

On-site

USD 120,000 - 180,000

Full time

14 days+

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Job summary

At Cypress HCM, we are seeking an Operational Support Engineer (L2) to own production incidents end-to-end, bridging Support, Engineering, DevOps, and customers during high-impact live events. This hands-on role emphasizes proactive operational excellence, automation, and scalable incident response.

You will operate on production systems, guide triaged issues, and drive RCA and preventive improvements while collaborating with global teams to ensure stability of streaming, ads, and real-time

Qualifications

5+ years of relevant experience in operational, support, or similar customer-facing roles.

Responsibilities

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 during live incidents.
Lead or participate in live incident bridges with customers, internal teams, and partners.
Provide clear, timely communication during incidents and customer-facing explanations.

Skills

Incident ownership

Live incident resolution

Production operations

WebRTC

HLS/DASH/CMAF

DRM

IaC (Terraform)

GitOps

CI/CD

Monitoring & alerting

Tools

Terraform

GitOps

CI/CD pipelines

Grafana

Kibana/ELK

Prometheus

Loki

WebRTC

CDN

Job description

You will operate on production systems, guide triaged issues, and drive RCA and preventive improvements while collaborating with global teams to ensure stability of streaming, ads, and real-time

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