Technical Support Engineer (L2)

Компания "Andersen"

Andersen is hiring a Technical Support Engineer (L2) for a Media & Telecom project. The role focuses on supporting a video streaming SaaS platform and ensuring stable performance for end-users.

The customer is an innovative provider of video infrastructure solutions, offering advanced tools for encoding, playback, and real-time analytics. Their technology supports adaptive streaming at scale, enabling seamless video delivery across diverse platforms and devices. Known for pioneering achievements in cloud-based video processing and awarded for excellence in streaming innovation, the customer serves global media companies, content providers, and technology partners.

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:

• Providing advanced technical support in live production and video streaming environments, ensuring minimal customer disruption.
• Troubleshooting complex customer issues in real time, including during high-pressure live events.
• Reproducing reported issues in test environments to isolate causes and validate fixes.
• Performing deep log analysis, error tracing, and exception debugging using tools like Kibana and Jira.
• Using structured triage methodologies to filter and prioritize relevant technical data.
• Communicating effectively with enterprise customers, translating complex technical findings into customer-friendly explanations.
• Acting as a trusted technical point of contact, offering proactive support and best-practice guidance.
• Escalating critical or unresolved issues to Level 3 or Engineering teams with full diagnostics and reproduction steps.
• Maintaining detailed and clear documentation in tickets and knowledge bases to support issue resolution and future learning.
• Demonstrating expertise in video streaming protocols and technologies, including HLS, DASH, RTMP, SRT, and Zixi.
• Understanding and applying adaptive bitrate streaming (ABR) principles to diagnose playback issues across network conditions.
• Using internal dashboards, AI tools (e.g. AI Support Co-Pilot), and Slack-based debug bots to investigate and resolve issues.
• Ensuring SLA compliance and customer satisfaction by managing incident lifecycle with speed, accuracy, and professionalism.

Must-haves:

• Experience in technical support, preferably in video streaming or SaaS environments, for 4+ years.
• Deep understanding of video streaming technologies and protocols: HLS, DASH, RTMP, SRT, Zixi.
• Hands-on experience with adaptive bitrate streaming (ABR) and diagnosing related playback issues.
• Strong skills in log analysis, live debugging, and using tools like Kibana, Jira, or equivalent.
• Familiarity with structured triage and issue prioritization methodologies.
• Ability to communicate clearly and confidently with enterprise customers, especially under pressure.
• Strong problem-solving mindset and high attention to details.
• Level of English – from Upper-Intermediate and above.

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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