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Staff Operational Support Engineer (L2)

Net2Source

Atlanta, GA

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JOB DETAILS
SALARY
$60–$75 Per Hour
SKILLS
Agile Programming Methodologies, Application Programming Interface (API), Artificial Intelligence (AI), Automation, Bridge Building, Business Operations, Change Control, Civil Engineering, Cloud Computing, Communication Skills, Content Delivery Network (CDN), Continuous Deployment/Delivery, Continuous Improvement, Continuous Integration, Corrective Action, Customer Escalations, Customer Relations, DevOps, Digital Rights Management (DRM), Distributed Computing, Event Management, Identify Issues, Incident Management, Incident Response, Industry/Trade Analysis, Knowledge Base, Leadership, Machine Tool, Metrics, Microservices, Noise Reduction, On Call, Operational Improvement, Operational Support, Operations Planning, Operations Processes, Peachtree Accounting, Presentation/Verbal Skills, Procedure Development, Production Support, Production Systems, Reliability Engineering, Risk, Risk Analysis, Risk Management, Root Cause Analysis, Service Level Agreement (SLA), System Validation, Team Player, Technical Support, Telemetry, Time Management, Video Production, Video Streaming, Writing Skills
LOCATION
Atlanta, GA
POSTED
9 days ago
Join a Global Leader in Workforce Solutions – Net2Source Inc.
Who We Are
Net2Source Inc. isn't just another staffing company, we're a powerhouse of innovation, connecting top talent with the right opportunities. Recognized for 300% growth in the past three years, we operate in 34 countries with a global team of 5,500+. Our mission? To bridge the talent gap with precision—Right Talent. Right Time. Right Place. Right Price.


Req#:                  37359129
Job Title:          Staff Operational Support Engineer (L2)
Duration:         6 Months
Location:         Atlanta 756 W Peachtree St., GA001 Zip, 30308
 
 
Duties:              
Role Summary
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 realtime delivery platforms.
As an Operational Support Engineer (L2), you take endtoend ownership of customerimpacting 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 highimpact live events.
This is a handson, customerfacing 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:
  • Terraform
  • Helm
  • Kubernetes manifests
  • GitOps workflows
  • 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
 
Skills:
  • Pre-Event Planning & Operational Readiness
  • Participate in pre-event readiness planning for critical customer events
Validate system readiness through:
  • Runbook checks
  • Monitoring coverage validation
  • Risk identification and mitigation planning
  • Define and rehearse incident response strategies for high-risk scenarios
  • Collaborate with customers and internal teams to ensure smooth event execution
 
On-Call & 24/7 Operations
  • Participate in a 24/7 on-call rotation, including nights, weekends, and holidays, as part of a global support model
  • Ensure smooth handovers between shifts and regions
  • Respond to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure
  • Root Cause & Continuous Improvement
  • Perform or contribute to root cause analysis (RCA) for production incidents
  • Document findings, corrective actions, and preventive measures
  • Identify recurring issues and work with Engineering and Product teams to eliminate them permanently
  • Contribute to and improve runbooks, operational playbooks, and knowledge bases for all OptiView products (Player, ads, live and real time streaming)
  • Collaboration & Engineering Feedback Loop
  • Work closely with Engineering teams to escalate defects, validate fixes, and support production deployments
  • Provide feedback on system observability, tooling gaps, and operational risks
  • Act as the operational voice during post-incident reviews
 
Required Skills & Experience
Technical Skills
  • 5+ years of relevant experience in operational, support, or similar customerfacing roles
  • Proven ability to own complex problems endtoend and operate with a high degree of autonomy
  • Strong experience supporting production video streaming platforms, OTT services, live systems
  • Solid troubleshooting skills across distributed systems (APIs, microservices, cloud infrastructure)
  • Familiarity with HLS, DASH, CMAF, WebRTC, DRM and CDN architectures
  • Experience working with monitoring, alerting, and logs to diagnose live incidents (Grafana, Kibana/ELK, Prometheus, Loki)
  • Correlate backend streaming metrics, player telemetry, and CDN signals to diagnose live customer issues end-to-end.
  • Comfort performing controlled changes in production environments
  • Working knowledge of incident management and on-call operations
 
Operational Mindset
  • Proven ability to remain calm, structured, and decisive during high-pressure incidents
  • Strong sense of ownership and accountability for customer outcomes
  • Excellent written and verbal communication skills, including customer-facing communication during incidents
 

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Why Work With Us?
We believe in more than just jobs—we build careers. At Net2Source, we champion leadership at all levels, celebrate diverse perspectives, and empower you to make an impact. Think work-life balance, professional growth, and a collaborative culture where your ideas matter.
Our Commitment to Inclusion & Equity
Net2Source is an equal opportunity employer, dedicated to fostering a workplace where diverse talents and perspectives are valued. We make all employment decisions based on merit, ensuring a culture of respect, fairness, and opportunity for all, regardless of age, gender, ethnicity, disability, or other protected characteristics.
Awards & Recognition
• America's Most Honored Businesses (Top 10%)
• Fastest-Growing Staffing Firm by Staffing Industry Analysts
• INC 5000 List for Eight Consecutive Years
• Top 100 by Dallas Business Journal
• Spirit of Alliance Award by Agile1
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About the Company

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Net2Source

Net2Source Inc. is a Global Workforce Management Solutions Company, headquartered in New Brunswick, NJ with its local offices in Texas, California, Florida, Illinois, Colorado and Michigan and its global operations in Canada, UK, Europe, UAE, Malaysia, Australia, China, Singapore and India. Net2Source offers a wide gamut of consulting solutions customized to specific client needs including but not limited to Application Development, Workforce Management and Project Consulting. Whether it’s a Fortune client, whether it’s a System Implementer or whether it is a Start -up, our recipe to success – Exceed expectations! Under promise, over deliver.
COMPANY SIZE
50 to 99 employees
INDUSTRY
Other/Not Classified
WEBSITE
http://www.net2source.com

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