Technical Support Engineer (L2)

Summary

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

• Acting as escalation point for L1 engineers by investigating advanced technical issues related to video playback, streaming workflows, and client environments.
• Troubleshooting browser- and player-related incidents using JavaScript, HTML, and CSS knowledge to identify DOM, rendering, or player integration issues.
• Reproducing reported problems in controlled test setups, analyze logs, and apply structured debugging methodologies.
• Differentiating between client-side, configuration, and backend-related issues.
• Supporting live event operations: monitor, proactively respond to issues, and provide clear, calm guidance during high-stakes incidents.
• Collaborating with internal product and engineering teams to suggest long-term fixes or product improvements.
• Updating internal knowledge bases with insights from resolved issues, including browser-specific troubleshooting guides.
• Communicating effectively with enterprise clients, translating technical findings into actionable guidance.

Requirements

• Experience in technical support for 4+ years.
• Strong web development background: JavaScript, HTML, CSS (for browser-based issue resolution).
• Advanced troubleshooting: log analysis, exception tracing, browser dev tools.
• Understanding of OTT and video streaming workflows: ABR, playback pipelines.
• Familiarity with key streaming protocols: HLS, DASH, RTMP (triage-level knowledge sufficient).
• Basic knowledge of contribution protocols (RTMP, SRT, Zixi).
• Strong problem isolation skills, structured debugging mindset.
• Level of English – from Upper-Intermediate and above.

Reasons to join us

• 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.

Join us!