Staff Operational Support Engineer (L2)
Location: Atlanta, Georgia
Country: United States
Category: Infrastructure & Helpdesk
Workplace Location: Onsite
Employment Type: Contract
Posted Date: June 18, 2026
Job ID: 648728
Job Description
Staff Operational Support Engineer (L2)
Location: Atlanta, GA
Schedule: 40 hours
Duration: 6 months
Pay: $73-$76.40 DOE
The Planet Group is looking for a Staff Operational Support Engineer (L2) to join our well-known Fortune 500 client on a 6-months contract, working out of Atlanta, GA office.
SStaff Operational SupportEngineer (L2) | Qualifications:
- 5+ years of relevant experience in operational, support, or similar customer?facing roles.
- Strong experience supporting production video streaming platforms, OTT services, live systems.
- Solid troubleshooting skills across distributed systems (APIs, microservices, cloud infrastructure)
- Familiarity with HLS, DASH, CMAF, WebRTC, DRM and CDN architectures
- Experience working with monitoring, alerting, and logs to diagnose live incidents (Grafana, Kibana/ELK, Prometheus, Loki)
- Correlate backend streaming metrics, player telemetry, and CDN signals to diagnose live customer issues end-to-end.
- Comfort performing controlled changes in production environments
- Working knowledge of incident management and on-call operations
- Participate in pre-event readiness planning for critical customer events
- Validate system readiness through:
- Runbook checks
- Monitoring coverage validation
- Risk identification and mitigation planning
- Define and rehearse incident response strategies for high-risk scenarios
- Collaborate with customers and internal teams to ensure smooth event execution
- Participate in a 24/7 on-call rotation, including nights, weekends, and holidays, as part of a global support model
- Ensure smooth handovers between shifts and regions
- Respond to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure
- Root Cause & Continuous Improvement
- Perform or contribute to root cause analysis (RCA) for production incidents
- Document findings, corrective actions, and preventive measures
- Identify recurring issues and work with Engineering and Product teams to eliminate them permanently
- Contribute to and improve runbooks, operational playbooks, and knowledge bases for all OptiView products (Player, ads, live and real time streaming)
- Collaboration & Engineering Feedback Loop
- Work closely with Engineering teams to escalate defects, validate fixes, and support production deployments
- Provide feedback on system observability, tooling gaps, and operational risks
- Act as the operational voice during post-incident reviews
Staff Operational Support Engineer (L2) | Description:
- Take ownership of escalated customer issues from Level 1 Support and drive them to resolution
- Troubleshoot and resolve complex, high-impact production incidents affecting live streams, VOD playback, ad insertion, DRM, and real-time WebRTC services
- Operate directly on production environments, including configuration changes, CDN adjustments, and corrective actions, following established operational procedures, including executing mitigations and emergency changes during live incidents when customer impact requires immediate action
- Lead or actively contribute to live incident bridges involving customers, internal teams, and partners
- Provide clear, timely communication during incidents, including status updates and customer-facing explanations
- Infrastructure as Code & Production Operations
- Work fluently with Infrastructure as Code (IaC) to understand, troubleshoot, and safely modify production environments.
- Leverage tools and frameworks such as:
- Terraform
- Helm
- Kubernetes manifests
- GitOps workflows
- CI/CD and deployment pipelines
- Use IaC as the primary mechanism for safe, auditable, and repeatable operational changes
- Collaborate with Engineering and DevOps to improve deployment reliability and operational safety
- Validate and execute infrastructure or configuration changes through codified workflows
- Leverage AI tools and automation to enhance operational efficiency and incident response
- Contribute to and use:
- AI-assisted incident triage and classification
- Automated runbook execution
- AI-based pattern detection across incidents
- Intelligent alert correlation and noise reduction
- Use AI to:
- Generate or improve incident communications
- Accelerate troubleshooting workflows
- Identify recurring patterns and systemic issues
- Drive adoption of automation-first and AI-augmented operational practices
EEO Statement
The staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process, and always double check the email address of the Recruiter to ensure it’s from an official Planet domain (@theplanetgroup.com or @launchcg.com) - and not a domain with an alternative extension like .net, .org, or .jobs.
The Planet Group and our companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity, and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.
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About The Planet Group
The Planet Group is a global professional services firm delivering strategic staffing and advisory solutions. We operate at the intersection of talent and transformation – connecting the right people with the right opportunities in the areas of technology, engineering, accounting & finance, digital marketing, and manufacturing.
As one of the largest staffing companies in the US, we operate with a global reach and a performance-first mindset. We partner with clients to move fast, stay agile, and drive measurable results – building high-impact teams that fuel transformation and growth.
