Staff Operational Support Engineer

Job Title: Staff Operational Support Engineer (L2)

Location: 756 W Peachtree St. Atlanta GA 30308

Duration: 5 months

Description:

OptiView is 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 Helm

o Kubernetes manifests

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