Staff Operational Support Engineer

Staff Operational Support Engineer 37359129

Hourly pay: $70/hr
Worksite: Leading audio, video, and voice technologies company (Atlanta, GA 30308 - Onsite and open to Remote modality for candidates located in the United States)
W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL
40 hours/week, 6 Month Assignment

A leading video, audio, and voice technologies company Staff Operational Support Engineer to take ownership of production incidents, support critical live events, and drive automation and continuous improvement initiatives across streaming infrastructure and operations.

Shift:

• Shifts will be within a 24/7 on-call rotation, including nights, weekends, and holidays, as part of a global support model.

• Own and resolve escalated production incidents impacting live streaming, VOD playback, ad insertion, DRM, and WebRTC services by performing troubleshooting, executing production changes, leading incident bridges, and providing timely customer communications during high-impact events.
• Support production operations through Infrastructure as Code practices using tools such as Terraform, Helm, Kubernetes manifests, GitOps workflows, and CI/CD pipelines to implement safe, auditable, and repeatable infrastructure and configuration changes while collaborating with Engineering and DevOps teams.
• Enhance operational efficiency by leveraging AI-driven tools for incident triage, alert correlation, pattern detection, runbook automation, troubleshooting acceleration, and improving incident communications while promoting automation-first operational practices.
• Participate in pre-event readiness planning and 24/7 operational support by validating monitoring coverage, conducting runbook reviews, identifying and mitigating risks, supporting critical customer events, participating in on-call rotations, ensuring smooth global shift handoffs, and responding to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure.
• Drive continuous improvement by performing root cause analysis, documenting corrective and preventive actions, improving runbooks and knowledge bases, collaborating with Engineering teams on defect resolution and production deployments, and providing operational insights during post-incident reviews.