What are the responsibilities and job description for the Information Technology Support Specialist position at Vertisystem (A MOURI Tech Company)?
Key Responsibilities
Incident & Operational Support
• 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:
o Terraform
o Helm
o Kubernetes manifests
o GitOps workflows
o CI/CD and deployment pipelines
Technical Skills
• 5 years of relevant experience in operational, support, or similar customer facing roles
· Proven ability to own complex problems end to end and operate with a high degree of autonomy
• 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
Salary : $65 - $75