Video Backend Support Engineer

The Video Support Engineer is part of the team responsible for the monitoring, first-line support, and operational continuity of TOD — our OTT encoding and video delivery platform, spanning origin, multi-CDN delivery, packaging, and the video backend. Working shift-based coverage aligned to the live-event calendar (including live sports on evenings and weekends either remote or on site/Hybrid), you keep video services healthy during events, detect and triage issues, execute operational runbooks, and escalate to engineering and vendors when needed. You also help keep runbooks, reference material, and incident records accurate so the team's operational knowledge improves over time.

1. Responsibilities

-     Monitor the health and performance of TOD encoding and video delivery systems — origin, CDN, packaging, and delivery — during and around live and VOD events.

-     Provide shift-based operational coverage aligned to the live-event calendar, ensuring services are watched during high-traffic windows.

-     Detect, triage, and resolve first-line incidents using operational runbooks; carry out known fixes and configuration steps within defined procedures.

-     Monitor viewer experience (QoE) and act on degradations in startup time, rebuffering, and playback errors.

-     Escalate to engineering and to third-party vendors (Harmonic, Unified Streaming, Akamai, and others) when an issue is beyond first-line scope, and follow escalations through to resolution.

-     Support CMS and video back-end related issues in coordination with engineering.

-     Record all incidents in the incident reporting system, and contribute findings to post-incident reviews to prevent recurrence and improve future response.

-     Ensure clean handover and hand-back of live systems, confirming services are fully operational before returning them to live use.

-     Help keep runbooks, reference pages, and operational documentation current, flagging gaps to the responsible engineers.

-     Complete assigned tasks to a high standard within agreed timeframes, coordinating with the team on planned and unplanned activities.

Qualifications

-     University degree in Electronic, Electronics & Communications, Computer, or a related engineering field.

-     Min.3  years experience in broadcast systems, digital television, or OTT environments.

-     Understanding of video standards and formats — SD/HD/UHD, MPEG-TS, HLS, DASH.

-     Understanding of CDN-based content delivery with providers such as Akamai, CloudFront, or similar.

-     Experience with  OTT video backend systems such as Harmonic VOS360, AWS Elemental, Unified Streaming and Ateme Titan.

-     Understanding of DRM technologies (PlayReady, Widevine, FairPlay).

-     Experience with monitoring and QoE tools such as Conviva, Grafana, Elasticsearch, Prometheus, Telestream, or TAG.

-     Basic scripting ability (Shell, Python) for operational tasks and automation.

-     Good understanding of the demands of a live, automated broadcast environment.

-     Comfortable working from runbooks and following structured operational procedures.

-     Strong analytical thinking, troubleshooting, and problem-solving skills.

-     Experience with runbooks, PIR processes, vendor escalation, and Jira.

-     Fluent in English; able to drive readiness across teams without direct authority.

-     Preferred: Harmonic VOS360, Akamai, dashboarding (Grafana/ELK), SSAI/ad insertion, or live sports streaming experience.