Technical Support Engineer L2

Andersen is hiring a Technical Support Engineer (L2) to support a cloud-native video-streaming platform, ensuring stable operations, resolving technical issues, and improving overall user experience. The customer is is a leading provider of cloud-native video streaming technologies, offering advanced solutions for media encoding, playback, and analytics used by organizations worldwide. Known for driving innovation in the streaming ecosystem, the company delivers highly scalable tools that support broad device compatibility and seamless integration for digital media services. 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: - Owning the L2 incident lifecycle, including intake, triage, diagnosis, workaround or recovery, and providing timely customer updates via the ticketing system. - Troubleshooting REST API issues by verifying authentication, tokens, headers, methods, request bodies, response codes, and capturing reproducible examples. - Reproducing web player issues (JavaScript/TypeScript) using browser developer tools, including Console and Network, segment and buffer inspection, and configuration verification. - Validating live streaming symptoms by checking RTMP ingest status, encoder health, segment availability, and common playback failure patterns (HLS/DASH). - Reading service logs in Docker and Kubernetes, checking pod and service health, correlating application and gateway logs, and gathering artifacts to S3 or equivalent storage. - Performing first-line checks on common network and proxy causes (HTTP/HTTPS, TLS, CORS, Nginx or similar). - Working in Zendesk or similar systems by prioritizing VIP customers, honoring SLAs, and maintaining clear, structured ticket notes. - Escalating to L3 when necessary with a concise technical summary, hypothesis, completed steps, and proposed next actions. - Contributing to onboarding and knowledge by reviewing internal documentation, capturing new cases, and improving runbooks and checklists. Must-haves: - Experience in technical support, DevOps, or web engineering with strong incident diagnostics in production environments for 2 years. - Experience with video streaming and live streaming workflows. - Working knowledge of video delivery concepts for file-based and live encoding, typical player errors, and basic codec/container awareness. - Solid Linux command-line skills, including the ability to read logs from Docker and Kubernetes and perform basic health checks. - Hands-on browser troubleshooting, including reproducing issues, reading Console and Network traces, and verifying player configuration. - Discipline around escalation: knowing when to involve L3 and how to package context for fast resolution. - Experience working with containers and orchestration tools such as Docker and Kubernetes (kubectl logs, pod and service status). - Familiarity with cloud platforms, primarily GCP, with additional exposure to AWS, Azure, Akamai, or Oracle Cloud. - Experience with ticketing and collaboration tools such as Zendesk, Jira, and standard incident runbooks and checklists. - Strong understanding of REST fundamentals (HTTP methods, headers, response codes) and hands-on experience with API clients. - Exposure to live streaming workflows, RTMP ingest, HLS and DASH, and common playback error patterns. - Proficiency in browser diagnostics using Chrome DevTools to inspect network traffic, buffering, segments, and error messages. - Ability to analyze proxy and web servers such as Nginx or HAProxy for CORS and header validation. - Experience exporting logs and artifacts to object storage buckets (for example, S3). - Customer-first communication, including setting expectations, summarizing next steps, and providing regular, meaningful updates. - Maintaining structured ticket hygiene by capturing environment, reproduction steps, logs, hypothesis, and mitigation or fix. - Efficient collaboration with L3 engineers by escalating with a minimal, self-contained bundle of evidence. - Level of English – from Upper-Intermediate and above. Nice-to-haves: - Familiarity with GCP as a default platform plus AWS or Azure at the level of reading instance metrics and logs. - Basic understanding of Java and Spring Boot logs to interpret server-side behavior, with awareness of native encoders as black boxes. - Experience with Zendesk and Jira, SLA metrics, and enterprise customer prioritization. - Familiarity with security and quality tooling such as SonarQube, Trivy, or Snyk. 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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