technical support engineer for video platforms

Andersen's customer develops software solutions for digital media and content-driven businesses. Its platform helps organizations manage digital workflows, improve service performance, and deliver reliable experiences across environments and devices through cloud technologies, data-driven capabilities, and automation.

• Provide L2 off-hours on-call technical support for enterprise video streaming and encoding workflows;
• Own the end-to-end incident lifecycle, including triage, ticket logging, root cause analysis, workaround implementation, and resolution within strict SLA targets;
• Troubleshoot REST API integrations, including endpoints, authentication, tokens, headers, CORS preflights, and payload errors;
• Reproduce API calls using Postman and curl;
• Diagnose web player issues using Chrome DevTools;
• Analyze buffering and verify HLS and DASH manifest and segment availability;
• Validate live streaming and encoding pipelines, including RTMP ingest, encoder health, transcoding, and adaptive bitrate delivery;
• Read and analyze container and service logs via Docker and Kubernetes across multi-cloud environments, mainly GCP;
• Investigate network, proxy, and gateway issues, including TLS certificates, HTTP/HTTPS, Nginx, and HAProxy configurations;
• Document incident progress and client communication in Zendesk and Jira;
• Escalate complex issues to L3 engineering with logs, reproduction steps, working hypotheses, and collected artifacts in object storage;
• Maintain ticket hygiene and follow handover procedures between on-call shifts.

• 2+ Years of hands-on experience in L2 Technical Support, DevOps, or Web Systems Engineering troubleshooting production environments;
• Hands-on experience in the video streaming, OTT, or media domain, including live streaming, file-based encoding/transcoding, and delivery workflows;
• Practical understanding of HLS, DASH, adaptive bitrate streaming, codecs, containers, and common playback error patterns;
• Hands-on browser diagnostics using Chrome DevTools, including Console, Network traces, CORS headers, HAR capture, video segments, manifests, and buffering issues;
• Deep understanding of REST API concepts, HTTP methods, headers, and status codes;
• Hands-on API debugging experience with Postman and curl;
• Strong Linux command-line skills;
• Practical experience analyzing service logs and checking pod and service health in Docker and Kubernetes;
• Availability and readiness for off-hours on-call coverage: Mon–Fri 00:00–05:30 CET and Sat–Sun 24/7;
• English at Upper-Intermediate level or above;
• Nice to have: live video streaming workflows, RTMP ingest, HLS/DASH delivery, cloud platforms such as GCP, AWS, or Azure, Java/Spring Boot backend logs, Zendesk, Jira, Confluence, SLA tracking tools, web caching layers, CDNs, Nginx, HAProxy, SonarQube, Snyk, Trivy, prior on-call or night-shift support experience, incident management under strict SLAs.

• Professional, financial, and career growth opportunities;
• Mentoring and onboarding systems for each new employee;
• Opportunity to earn up to an additional 1,000 EUR per month depending on expertise, included in the annual bonus, by participating in company activities;
• Access to the corporate training portal and company knowledge base;
• Corporate activities and amenities including parties, pizza days, PlayStation, fruits, coffee, snacks, and movies;
• Certification compensation, including AWS and PMP;
• Referral program;
• Private health insurance and sports compensation depending on the type of employment.