We use essential cookies

Please Accept our Privacy Policy

Operational Support Engineer

Russell Tobin

Atlanta, GA • $70.00 to $72.00 / hr • 9/10/2026

Engineering , Information Technology , Professional

Job Description

Job Description
Role: Operational Support Engineer
Location: Atlanta, GA- Hybrid
Duration: 12 months W2 contract
Pay Range: $70 - $72/hour

Role Summary:
  • We are 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:
    • 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 customer facing roles
  • Proven ability to own complex problems end to end 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

#RTAProfessionalZip
#RTA
#LI-VR2
For workers in the United States, PrideGlobal and it's affiliates offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity
PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment
PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations
We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.

Only applicable for Kentucky positions: For this type of employment, state law requires a criminal record check as a condition of employment. This applies to direct care staff (Examples: RN, LPN, Nurse Aides, Therapists) referred to Kentucky nursing facilities, assisted living communities, or long-term care facilities, in accordance with KRS 216.793.
\nCompany Description

Russell Tobin is a leading professional recruitment and staffing advisory organization.

We are comprised of specialized practices focusing on a variety of skill sets and industries. With deep industry expertise, our subject matter experts provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.

We are the staffing arm of the Pride Global network, an integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.

Company Description

Russell Tobin is a leading professional recruitment and staffing advisory organization.\r\n\r\nWe are comprised of specialized practices focusing on a variety of skill sets and industries. With deep industry expertise, our subject matter experts provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.\r\n\r\nWe are the staffing arm of the Pride Global network, an integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.