The L2 Support Operations Engineeris responsible for ensuring the smooth operation and performance of application and infrastructure components by supporting and maintaining large-scale digital & streaming services 24/7. This role combines technical troubleshooting, cloud infrastructure operations, API-driven configuration, and streaming technology expertise and the ability to analyse complex technical issues and provide clear, actionable fixes.
Working closely with Level 1 support, Engineering, Product, Infra Ops, Project Teams and external clients to ensure platform stability, resolve incidents, perform advanced configuration, operational testing and maintenance across multiple platforms, the L2 Support Operations Engineer role involves responding to tickets raised through the service desk to ensure SLAs are met and all tickets are resolved or escalated appropriately.
**Operational Oversight**
- Work with team to provide 24/7/365 support operations to ensure seamless service delivery to OTT & Digital customers
- Monitor and ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Collaborate with internal and external stakeholders to understand client-specific operational needs and address them proactively
- Assist with complex issues, providing guidance to the team to ensure smooth and fast resolutions
- Assist training and guidance to the B2B Core Support (L1) team to enhance their technical skills and knowledge
- Assist with the onboarding and training of new starters, ensuring they are equipped with the knowledge and skills required to succeed
- Facilitate cross-training opportunities within the team to enhance flexibility and capability
**Collaboration and Communication**
- Work closely with global teams (Level 1 support, Engineering, Product, Infra Ops, Project Teams and external clients) to resolve incidents and provide root cause analysis.
- Liaise with internal stakeholders and clients to ensure smooth handover, review of support guidelines, service desk and escalation process. implementation of new projects or services.
- Organise handover and training sessions for B2B support team.
- SME (Subject Matter Expert) acting as a SME for an allocated client project.
**Incident & Ticket Management**
- Perform L2 validation and evaluation of incoming tickets, determining priority (P1/P2)
- Troubleshoot platform and streaming issues, identify root causes, and apply fixes or workarounds
- Decide when escalation to Engineering is required based on impact, urgency, and technical complexity
- Support incident declaration and communication during outages or major issues
- Collaborate with L1 Support to gather missing info, guide troubleshooting, and communicate resolutions
**Platform Operations**
- Investigate user authentication issues and IP blocking using AWS CloudWatch and DynamoDB logs
- Validate and correct IP geolocation using MaxMind, IPinfo, and internal overrides
- Execute DNS configuration through GitHub + Terraform workflows (including peer review with Engineering)
- Manage AWS IAM user creation and S3-to-S3 migrations for client onboarding or content transfers
- Configure platform settings via internal APIs (e.g., Chromecast, AirPlay, fixed licenses, feature toggles)
- Perform payment system configuration (Adyen / PayPal merchant account setup)
**Streaming Operations**
- Perform payment system configuration (Adyen / PayPal merchant account setup)
- Access AWS/GCP environments to investigate playback, transcoder, SSAI, or CDN issues
- Use SSH to analyse transcoder logs and identify encoding or processing failures
- Use ffmpeg for archive fixes, VOD processing, or stream validation
- Review and analyze session logs via Mux, Logz.io: Modern Observability Powered by AI, or internal logging systems
- Support legacy streaming infrastructure (#newline) for specific customers
- Participate in regression and feature testing for new transcoder builds or streaming components
**Tooling & Documentation**
- Maintain internal API documentation and operational processes (Confluence), including client-specific operational needs, procedures, and escalation protocols
- Contribute to improving tooling, automation, and documentation quality
- Participate in weekly engineering syncs to track platform changes and updates
- Mentor junior team members and support knowledge-sharing efforts
- Assist with updating new procedures as needed, seeking management approval when required
**Continuous Improvement**
- Identify and implement day-to-day operational improvements to enhance efficiency and productivity
- Drive automation initiatives to streamline recurring tasks and processes, reducing manual effort and minimizing errors
- Collaborate with Project Managers, Technical Staff to transition tasks from projects to support teams effectively
**Requirements**
- Cloud Essentials (AZURE, GCP, AWS)
- AWS services (CloudWatch, DynamoDB, S3, IAM)
- IT Observability Platforms (Datadog, NewRelic, Grafana CloudWatch, Mux, Logz)
- JIRA, ServiceNow, or equivalent
- Terraform, GitHub workflows, and CI/CD pipelines
- HTTP, DNS, networking, and authentication flows
- HLS/DASH, DRM, transcoding, SSAI
- API payloads (JSON), Postman
- Intermediate Linux knowledge and SSH
- Python or Bash automation scripts.
- Payment systems (integrations with 3 parties e.g. Adyen, PayPal).
- Prior experience in media, OTT, or broadcast industries
- Familiarity with debugging tools such as ffprobe, CDN logs, or analytics dashboards
**We’re looking for someone who is:**
- **communicative**
to leave no-one in the dark and to work with your team successfully
- **reliable**
so we know that we can call on you to meet deadlines
- **passionate**
about the latest technologies and standards
- **proactive**
to suggest improvements, identify and fix potential issues
- **solid**
technically speaking, to advise both Clients and internal teams
Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.
**Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.**
*Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.*
**Other information**
*We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.*
Working closely with Level 1 support, Engineering, Product, Infra Ops, Project Teams and external clients to ensure platform stability, resolve incidents, perform advanced configuration, operational testing and maintenance across multiple platforms, the L2 Support Operations Engineer role involves responding to tickets raised through the service desk to ensure SLAs are met and all tickets are resolved or escalated appropriately.
**Operational Oversight**
- Work with team to provide 24/7/365 support operations to ensure seamless service delivery to OTT & Digital customers
- Monitor and ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Collaborate with internal and external stakeholders to understand client-specific operational needs and address them proactively
- Assist with complex issues, providing guidance to the team to ensure smooth and fast resolutions
- Assist training and guidance to the B2B Core Support (L1) team to enhance their technical skills and knowledge
- Assist with the onboarding and training of new starters, ensuring they are equipped with the knowledge and skills required to succeed
- Facilitate cross-training opportunities within the team to enhance flexibility and capability
**Collaboration and Communication**
- Work closely with global teams (Level 1 support, Engineering, Product, Infra Ops, Project Teams and external clients) to resolve incidents and provide root cause analysis.
- Liaise with internal stakeholders and clients to ensure smooth handover, review of support guidelines, service desk and escalation process. implementation of new projects or services.
- Organise handover and training sessions for B2B support team.
- SME (Subject Matter Expert) acting as a SME for an allocated client project.
**Incident & Ticket Management**
- Perform L2 validation and evaluation of incoming tickets, determining priority (P1/P2)
- Troubleshoot platform and streaming issues, identify root causes, and apply fixes or workarounds
- Decide when escalation to Engineering is required based on impact, urgency, and technical complexity
- Support incident declaration and communication during outages or major issues
- Collaborate with L1 Support to gather missing info, guide troubleshooting, and communicate resolutions
**Platform Operations**
- Investigate user authentication issues and IP blocking using AWS CloudWatch and DynamoDB logs
- Validate and correct IP geolocation using MaxMind, IPinfo, and internal overrides
- Execute DNS configuration through GitHub + Terraform workflows (including peer review with Engineering)
- Manage AWS IAM user creation and S3-to-S3 migrations for client onboarding or content transfers
- Configure platform settings via internal APIs (e.g., Chromecast, AirPlay, fixed licenses, feature toggles)
- Perform payment system configuration (Adyen / PayPal merchant account setup)
**Streaming Operations**
- Perform payment system configuration (Adyen / PayPal merchant account setup)
- Access AWS/GCP environments to investigate playback, transcoder, SSAI, or CDN issues
- Use SSH to analyse transcoder logs and identify encoding or processing failures
- Use ffmpeg for archive fixes, VOD processing, or stream validation
- Review and analyze session logs via Mux, Logz.io: Modern Observability Powered by AI, or internal logging systems
- Support legacy streaming infrastructure (#newline) for specific customers
- Participate in regression and feature testing for new transcoder builds or streaming components
**Tooling & Documentation**
- Maintain internal API documentation and operational processes (Confluence), including client-specific operational needs, procedures, and escalation protocols
- Contribute to improving tooling, automation, and documentation quality
- Participate in weekly engineering syncs to track platform changes and updates
- Mentor junior team members and support knowledge-sharing efforts
- Assist with updating new procedures as needed, seeking management approval when required
**Continuous Improvement**
- Identify and implement day-to-day operational improvements to enhance efficiency and productivity
- Drive automation initiatives to streamline recurring tasks and processes, reducing manual effort and minimizing errors
- Collaborate with Project Managers, Technical Staff to transition tasks from projects to support teams effectively
**Requirements**
- Cloud Essentials (AZURE, GCP, AWS)
- AWS services (CloudWatch, DynamoDB, S3, IAM)
- IT Observability Platforms (Datadog, NewRelic, Grafana CloudWatch, Mux, Logz)
- JIRA, ServiceNow, or equivalent
- Terraform, GitHub workflows, and CI/CD pipelines
- HTTP, DNS, networking, and authentication flows
- HLS/DASH, DRM, transcoding, SSAI
- API payloads (JSON), Postman
- Intermediate Linux knowledge and SSH
- Python or Bash automation scripts.
- Payment systems (integrations with 3 parties e.g. Adyen, PayPal).
- Prior experience in media, OTT, or broadcast industries
- Familiarity with debugging tools such as ffprobe, CDN logs, or analytics dashboards
**We’re looking for someone who is:**
- **communicative**
to leave no-one in the dark and to work with your team successfully
- **reliable**
so we know that we can call on you to meet deadlines
- **passionate**
about the latest technologies and standards
- **proactive**
to suggest improvements, identify and fix potential issues
- **solid**
technically speaking, to advise both Clients and internal teams
Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.
**Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.**
*Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.*
**Other information**
*We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.*
