Support Engineer

Andersen is hiring a Support Engineer to provide advanced technical support for a cloud-based video streaming platform, ensuring SLA compliance, resolving complex issues, and optimizing service reliability.

The customer is an award-winning technology company specializing in video streaming infrastructure and cloud-based media solutions. It has played a key role in advancing online video technologies, offering scalable and flexible tools for media encoding, playback, and analytics. The company’s cloud-native platform ensures broad device compatibility, seamless integration, and reliable performance, serving hundreds of organizations worldwide across various industries.

The project is focused on delivering high-quality outsourced technical support for a video streaming SaaS platform, ensuring continuous service availability and adherence to SLA standards. It involves advanced troubleshooting of complex client-side playback and integration issues, structured root cause analysis, and close collaboration between support and engineering teams to minimize downtime and optimize user experience.

Technology stack:

• Support: Zendesk, Jira, Slack, Confluence.
• Monitoring: Prometheus, Grafana, Kibana, ELK, Zabbix.
• Debugging: Browser DevTools, Postman, Wireshark.
• Collaboration: Slack bots, AI co-pilot tools, internal dashboards.

Responsibilities:

• Acting as an 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.).
• Debuging 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, DevOps, or web engineering with successful incident diagnostics in production for 2 years.
• Experience with video streaming platforms/services
• Experience working with REST APIs, including authentication, headers, methods, and response analysis.
• Experience with browser diagnostic tools (Chrome DevTools), including the ability to reproduce and analyze web player issues in JavaScript or TypeScript.
• Experience monitoring and analyzing Docker and Kubernetes logs
• Network troubleshooting skills, including HTTP/HTTPS, TLS, CORS, nginx, or HAProxy.
• Fluency with the Linux command line.
• Knowledge of video delivery protocols and standards: RTMP, HLS, DASH.
• Understanding the basics of video codecs and containers.
• Experience with cloud platforms, ideally GCP, AWS, or Azure.
• Proficiency with ticketing systems (Zendesk, Jira), knowledge of SLAs and prioritization.
• Skills in documenting processes, creating and improving runbooks and checklists.
• Level of English – from Upper-Intermediate+ and above.

Nice-to-haves:

• Familiarity with Java and Spring Boot logs, understanding of the server side and interaction with native video encoders.
• Experience with security and code quality tools (SonarQube, Trivy, Snyk).
• Ability to work in a multi-cloud environment with Akamai or Oracle Cloud services.
• Skills in initial proxy and web server analysis and the ability to identify CORS and HTTP header security issues.

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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