Technical Support Engineer Jobs

Technical Support Engineer

Andersen

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Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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 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.

Job Responsibility:

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

Requirements:

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 have:

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

What we offer:

Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others
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 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
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

Additional Information:

Job Posted:
December 18, 2025

Work Type:

Remote work

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