Support Engineer (Video Streaming)

TL;DR

Support Engineer (Video Streaming): Providing advanced technical support for a cloud-based video streaming platform, ensuring SLA compliance, resolving complex issues, and optimizing service reliability with an accent on troubleshooting client-side playback and infrastructure issues. Focus on root cause analysis, optimizing user experience, and automating support workflows.

Location: Fully Remote (Worldwide)

Company

hirify.global is an outsourcing company specializing in delivering high-quality technical support and software development services for various industries, including FinTech, Healthcare, and Retail, partnering with award-winning technology companies.

What you will do

• Act as an escalation point for L1 engineers on streaming and infrastructure-related incidents.
• Troubleshoot video playback and streaming workflow issues (client-side and infrastructure-side).
• Analyze service availability problems using monitoring/logging systems (Prometheus, Grafana, ELK, Loki).
• Debug playback errors with browser DevTools and investigate streaming protocol issues (HLS, DASH, RTMP).
• Configure and troubleshoot Nginx/HAProxy/Apache, load balancing, SSL/TLS, CDN access, and connectivity issues.
• Automate support workflows using scripting (Bash/Python) and collaborate with engineering and product teams for root cause analysis.

Requirements

• Experience in technical support, DevOps, or web engineering with successful incident diagnostics in production for 2+ years.
• Experience with video streaming platforms/services and working with REST APIs (authentication, headers, methods, response analysis).
• Experience with browser diagnostic tools (Chrome DevTools) to reproduce and analyze web player issues in JavaScript or TypeScript.
• Experience monitoring and analyzing Docker and Kubernetes logs, and network troubleshooting skills (HTTP/HTTPS, TLS, CORS, Nginx, HAProxy).
• Fluency with the Linux command line and knowledge of video delivery protocols (RTMP, HLS, DASH) and video codecs/containers.
• Experience with cloud platforms (GCP, AWS, or Azure) and ticketing systems (Zendesk, Jira), with knowledge of SLAs and prioritization.
• English: Upper-Intermediate+ required.

Nice to have

• Familiarity with Java and Spring Boot logs, understanding of the server side and interaction with native video encoders.
• Experience with security and code quality tools (SonarQube, Trivy, Snyk).
• Ability to work in a multi-cloud environment with Akamai or Oracle Cloud services.

Culture & Benefits

• Opportunity to work fully remotely, from the office, or choose a hybrid variant.
• Guarantee of professional, financial, and career growth, with mentoring and adaptation systems.
• Access to a corporate training portal and English courses.
• Private health insurance and compensation for sports activities.
• Certification compensation (AWS, PMP, etc.) and a referral program.
• Bright corporate life including parties, pizza days, PlayStation, and snacks.