Full-time, shift-based 24/7/365 operation. For this role you must be able to work on a hybrid basis with at least 1 day per week working in our office based in Skopje.

This role sits within Deltatre's B2B Support function, providing Level 2 technical support for large-scale OTT and streaming services 24/7. Working alongside Level 1 support, Engineering, Product, Infrastructure Operations, Project Teams, and external clients, the team is responsible for keeping platforms stable through real operational windows — broadcast peaks, content launches, infrastructure changes.

As L2 Support Operations Engineer, you will hold the line on incident resolution: validating tickets escalated from Level 1, troubleshooting platform and streaming issues across cloud infrastructure, performing API-driven configuration, and acting as the escalation point into Engineering when an issue exceeds Level 2 scope. You will also contribute to onboarding, training, and continuous improvement of the support function.

Responsibilities

Incident response and 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 information, guide troubleshooting, and communicate resolutions
• Monitor and ensure adherence to SLAs and KPIs

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, with peer review from Engineering
• Manage AWS IAM user creation and S3-to-S3 migrations for client onboarding or content transfers
• Configure platform settings via internal APIs (Chromecast, AirPlay, fixed licenses, feature toggles)
• Perform payment system configuration (Adyen / PayPal merchant account setup)

Streaming operations

• Access AWS and 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 analyse session logs via Mux, Logz.io, or internal logging systems
• Support legacy streaming infrastructure for specific customers
• Participate in regression and feature testing for new transcoder builds or streaming components

Cross-team work and team development

• Work closely with global teams (L1 Support, Engineering, Product, Infrastructure Operations, Project Teams, external clients) to resolve incidents and provide root cause analysis
• Act as the technical subject matter expert for one allocated client account
• Liaise with internal stakeholders and clients on support guidelines, service desk and escalation processes, and the operational handover for new projects or services
• Provide training and guidance to the B2B Core Support (L1) team to develop their technical skills and knowledge
• Own onboarding and training for new joiners on the team
• Facilitate cross-training within the team to build flexibility and redundancy of capability
• Mentor junior team members and support knowledge-sharing across the function

Continuous improvement and documentation

• Maintain internal API documentation and operational processes in Confluence — client-specific operational needs, procedures, escalation protocols
• Contribute to improving tooling, automation, and documentation quality
• Identify and implement day-to-day operational improvements that enhance efficiency and productivity
• Identify and implement automation opportunities to reduce manual effort and minimise errors
• Collaborate with Project Managers and technical staff to transition tasks from projects to support teams cleanly
• Participate in weekly engineering syncs to track platform changes and updates

You operate at the edge between platform engineering and customer-facing support — comfortable enough with cloud infrastructure, streaming protocols, and operational tooling to resolve issues at L2 depth, and comfortable enough with the rhythm of a 24/7 support function to know when to fix, when to work around, and when to escalate. You write up the patterns you see so the team learns from each incident.

Required

• Hands-on experience with AWS services — CloudWatch, DynamoDB, S3, IAM — and familiarity with at least one of Azure or GCP
• Intermediate Linux command line and SSH, including troubleshooting logs from running services
• Working understanding of HTTP, DNS, networking, and authentication flows
• Familiarity with streaming protocols and components — HLS, DASH, DRM, transcoding, SSAI
• Hands-on experience with at least one observability platform (Datadog, New Relic, Grafana, CloudWatch, Mux, Logz.io, or equivalent)
• Hands-on experience with at least one major service desk tool (JIRA, ServiceNow, or equivalent)
• Comfortable with API testing — Postman, working with JSON payloads
• Experience with Terraform, GitHub workflows, and CI/CD pipelines
• Python or Bash for automation scripting
• Comfortable with shift-based 24/7 coverage and the operational rhythm of a support function

Valued

• Background in media, OTT, or broadcast technology
• Hands-on experience with payment system integrations (Adyen, PayPal, or similar)
• Familiarity with debugging tools — ffprobe, CDN logs, analytics dashboards
• Hands-on experience with ffmpeg for stream validation or video processing
• Experience with peer-reviewed infrastructure changes (GitHub workflows with engineering review)

Who Thrives Here

L2 Support at Deltatre runs at the edge between platform engineering and operational reality. The work asks you to be technically deep enough to diagnose problems engineers normally see — and credible enough to escalate to them effectively — and operationally disciplined enough to keep multiple tickets, multiple clients, and multiple incident windows in your head at once.

A good L2 Support Operations Engineer at Deltatre tends to be honest about what they know and what they need to escalate, generous with the L1 team (they invest in helping L1 resolve more on their own over time, not just take tickets off their hands), and disciplined about documentation — they leave the runbooks and Confluence pages slightly better than they found them after each shift.

Process and what to expect

• Introductory conversation: a step for us to get to know each other better, and for us to answer all questions you might have around Deltatre.
• 1-hour Technical round of Interview: we will deep dive on your experience and collect examples of the responsibilities you've been dealing with in your past experience. A chance to deep dive on the role and for you to ask questions.
• 1-hour Competency Based Interview: we will ask you situational questions around how you deal with real-life scenarios at work. Easier doing it, more than explaining it.

If any of these formats would be difficult for you, tell us — we adjust regularly and can usually accommodate.

Accessibility and accommodation questions are welcome at any stage. Tell us what would work for you.