Staff Operational Support Engineer

Systemart, LLC; Atlanta (GA); On-site; USD 95,000 - 135,000; Full time

Job summary

Systemart, LLC is seeking a Staff Operational Support Engineer (L2) to own and resolve critical production incidents in a 24/7 live video streaming environment. You will lead incident bridges, coordinate with engineering and customers, and implement automation-driven improvements for reliability.

The role emphasizes hands-on production operations, IaC, and AI-assisted incident workflows, with on-call responsibilities in a global support model.

Qualifications

• 5+ years in operational, support, or similar customer-facing roles.
• Proven ability to own problems end-to-end with autonomy.
• Strong experience with production video streaming platforms and live systems.

Responsibilities

• Take ownership of escalated customer issues from Level 1 and drive to resolution.
• Troubleshoot high-impact production incidents affecting live streams and ads.
• Operate production environments with change control and emergency actions when needed.
• Lead live incident bridges and communicate status to customers.
• Collaborate with Engineering/DevOps and improve runbooks and playbooks.

Skills

Video streaming

Incident ownership

IaC

AI/Automation

Live incident response

Production operations

Tools

Terraform

GitOps

CI/CD

Job description

Job Title: Staff Operational Support Engineer (L2)

Duration: 12 months

THIS JOB IS FOR THOSE WHO HAVE EXPERIENCE IN VIDEO STREAMING DOMAIN/ VISDEO STREAMING

Description:

Building a dedicated Operational Support (L2) team responsible for the stability, availability, and operational excellence of our 24/7 live video streaming, ads, player, and real‑time delivery platforms.

As an Operational Support Engineer (L2), you take end‑to‑end ownership of customer‑impacting production incidents once they are triaged by Level 1 support. You operate directly on production systems, lead live incident resolution, and act as the operational bridge between Support, Engineering, DevOps, and customers, particularly during high‑impact live events.

This is a hands‑on, customer‑facing role focused on incident ownership, production operations, automation, and operational scalability, not just reactive troubleshooting.

Key Responsibilities

Incident & Operational Support

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, following established operational procedures, including executing mitigations and emergency changes during live incidents when customer impact requires immediate action

Lead or actively contribute to live incident bridges involving customers, internal teams, and partners

Provide clear, timely communication during incidents, including status updates and customer‑facing explanations

Infrastructure as Code & Production Operations

Work fluently with Infrastructure as Code (IaC) to understand, troubleshoot, and safely modify production environments

Leverage tools and frameworks such as:

o Terraform

o GitOps workflows

o CI/CD and deployment pipelines

Use IaC as the primary mechanism for safe, auditable, and repeatable operational changes

Collaborate with Engineering and DevOps to improve deployment reliability and operational safety

Validate and execute infrastructure or configuration changes through codified workflows

AI-Driven Operations & Automation

Leverage AI tools and automation to enhance operational efficiency and incident response

Contribute to and use:

AI-assisted incident triage and classification

Automated runbook execution

AI-based pattern detection across incidents

Intelligent alert correlation and noise reduction

Use AI to:

Generate or improve incident communications

Accelerate troubleshooting workflows

Identify recurring patterns and systemic issues

Drive adoption of automation-first and AI-augmented operational practices

Skills:

Pre-Event Planning & Operational Readiness

Participate in pre‑event readiness planning for critical customer events

Validate system readiness through:

Monitoring coverage validation

Risk identification and mitigation planning

Define and rehearse incident response strategies for high‑risk scenarios

Collaborate with customers and internal teams to ensure smooth event execution

On-Call & 24/7 Operations

Participate in a 24/7 on‑call rotation, including nights, weekends, and holidays, as part of a global support model

Ensure smooth handovers between shifts and regions

Respond to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure

Perform or contribute to root cause analysis (RCA) for production incidents

Document findings, corrective actions, and preventive measures

Identify recurring issues and work with Engineering and Product teams to eliminate them permanently

Contribute to and improve runbooks, operational playbooks, and knowledge bases for all OptiView products (Player, ads, live and real time streaming)

Collaboration & Engineering Feedback Loop

Work closely with Engineering teams to elevate defects, validate fixes, and support production deployments

Provide feedback on system observability, tooling gaps, and operational risks

Act as the operational voice during post‑incident reviews

Required Skills & Experience

Technical Skills

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

Proven ability to own complex problems end‑to‑end and operate with a high degree of autonomy

Strong experience supporting production video streaming platforms, OTT services, live systems

Solid troubleshooting skills across distributed systems (APIs, microservices, cloud infrastructure)

Familiarity with HLS, DASH, CMAF, WebRTC, DRM and CDN architectures

Experience working with monitoring, alerting, and logs to diagnose live incidents (Grafana, Kibana/ELK, Prometheus, Loki)

Correlate backend streaming metrics, player telemetry, and CDN signals to diagnose live customer issues end‑to‑end.

Comfort performing controlled changes in production environments

Working knowledge of incident management and on‑call operations

Operational Mindset

Proven ability to remain calm, structured, and decisive during high‑pressure incidents

Strong sense of ownership and accountability for customer outcomes

Excellent written and verbal communication skills, including customer‑facing communication during incidents