Technical Operations Agent - US

Spiideo•Philadelphia, PA

18d•Onsite

About The Position

As a Technical Operations Agent, you will be responsible for 3rd line technical support outside of office hours. Your primary focus will be on the system itself: the infrastructure and pipelines that support all operations. This role involves proactively monitoring the system, identifying patterns, catching issues early, and ensuring the platform runs smoothly, even when no one else is actively watching. You will also serve as a technical resource for 1st and 2nd line support and game day operations agents when they require in-depth technical assistance. This is a new role within the Philadelphia team, working closely with experienced agents in Europe, covering shifts when Europe is asleep and North American sports are active.

Requirements

Ongoing studies in computer science, computer engineering, electrical engineering, or a related technical field at a university in the Philadelphia area, with at least two years remaining.
Comfortable reading logs, metrics, and traces in monitoring tools.
Familiarity with networked systems, including streaming protocols, latency, packet loss, and upload bandwidth.
Strong written English for clear incident notes and shift handovers.
Availability for evening and weekend shifts on a reliable, recurring basis (Eastern Time).
Ability to work independently and make sound decisions under time pressure.
Eligibility to work in the United States.

Nice To Haves

Experience with technical support, NOC operations, or systems-adjacent coursework.
Prior hands-on experience with monitoring tools beyond Grafana (e.g., Datadog, Prometheus).
Understanding of video streaming or real-time media pipelines.
Prior co-op or internship experience in a technical role.
Interest in sports.

Responsibilities

Monitor active video streams and system health proactively using Grafana and real-time alerting tools, identifying anomalies before they impact customers.
Investigate and resolve issues independently, including clearing processing queues, restarting stalled pipelines, and recovering missing or delayed content.
Support 1st and 2nd line customer support and game day operations agents with technical context for issues they cannot resolve.
Diagnose system-level issues, identify root causes, or isolate variables before escalating to engineering.
Determine when to escalate to the on-call engineer, providing a clear summary of investigations and ruled-out possibilities.
Document learnings to ensure continuity for subsequent agents.
Create structured incident reports for engineers to reproduce and permanently fix underlying issues.
Provide a clear shift handover to the incoming agent, detailing active incidents, open items, and follow-up requirements.