Technical Support Engineer (L2)

Andersen is hiring a Technical Support Engineer (L2) for a Media & Telecom project. The role focuses on supporting a video streaming SaaS platform and ensuring stable performance for end-users.

The customer is an innovative provider of video infrastructure solutions, offering advanced tools for encoding, playback, and real-time analytics. Their technology supports adaptive streaming at scale, enabling seamless video delivery across diverse platforms and devices. Known for pioneering achievements in cloud-based video processing and awarded for excellence in streaming innovation, the customer serves global media companies, content providers, and technology partners.

The project is focused on delivering continuous, high-quality support for end-users and technical teams, with the goal of minimizing downtime and optimizing user experience. It involves Level 2 support for a video streaming SaaS platform.

Responsibilities:
- Acting as escalation point for L1 engineers on streaming and infrastructure-related incidents.
- Troubleshooting video playback and streaming workflow issues (client-side and infrastructure-side).
- Analyzing service availability problems using monitoring/logging systems (Prometheus, Grafana, ELK, Loki, etc.).
- Debugging playback errors with browser DevTools (JS/HTML/CSS knowledge sufficient for triage).
- Investigating streaming protocol issues (HLS, DASH, RTMP; SRT/Zixi nice-to-have).
- Configuring and troubleshooting Nginx/HAProxy/Apache, load balancing, SSL/TLS, CDN access, and connectivity issues.
- Providing real-time live event support (“eyes on glass”), proactively monitoring and reacting within SLA.
- Automating support workflows using scripting (Bash/Python).
- Collaborating with engineering and product teams for root cause analysis and long-term fixes.
- Updating internal knowledge bases with new findings (infra, streaming, playback).

Must-haves:
- Experience in technical support for 4+ years.
- Solid experience with streaming protocols: HLS and RTMP.
- Strong expertise with Linux servers, CDN configuration, SSL/TLS, and networking basics.
- Hands-on experience with monitoring and logging tools such as Prometheus, Grafana, Loki, ELK, and Zabbix.
- Proficiency in configuring and troubleshooting Nginx, Apache, and HAProxy.
- Basic to intermediate knowledge of JavaScript, HTML, and CSS for identifying browser and player issues.
- Experience using Chrome/Firefox DevTools for video playback debugging.
- Strong skills in Bash scripting.
- Strong analytical abilities and a structured debugging mindset.
- Level of English – from Upper-Intermediate and above.

Nice-to-haves:
- Familiarity with DASH; SRT/Zixi.
- Knowledge of Python.

Reasons why this job would be interesting to you:
- Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
- The opportunity to change the project and/or develop expertise in an interesting business domain.
- Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant.
- Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
- The opportunity to earn up to an additional 1,000 USD per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
- Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
- Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
- Certification compensation (AWS, PMP, etc).
- Referral program.
- English courses.
- Private health insurance and compensation for sports activities.

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