Technical Operations Agent - US

Catch it before it breaks. Keep sport live when it matters most.

Spiideo powers live sports video for thousands of clubs, leagues and broadcasters worldwide. Cameras roll automatically across stadiums and pitches every evening, every weekend, all year round. When the final whistle blows, the footage needs to be there. When a stream drops at 22:45 on a Sunday, someone needs to be on it before the customer even notices.

That someone is you.

About the role

As a Technical Operations Agent you are 3rd line technical support outside office hours. While customer support handles customer contact and game day operations agents monitor individual broadcasts, your focus is the system itself: the infrastructure and pipelines that everything else depends on.

Your job is not to wait for alerts. It is to spot patterns, catch issues early and keep the platform running smoothly when no one else is watching. You are also the technical resource that 1st and 2nd line support and game day operations agents can turn to when they need a deeper look under the hood.

This is a new role on the Philadelphia side of our team. You will work closely with experienced agents in Europe, and your shifts cover the hours when Europe is asleep and North American sports are in full swing.

What you will do

• Monitor active video streams and system health proactively during your shift using Grafana and real-time alerting tools, looking for anomalies before they become customer-impacting incidents

• Investigate and resolve issues independently: clearing processing queues, restarting stalled pipelines, recovering missing or delayed content

• Support 1st and 2nd line customer support and game day operations agents with technical context when they encounter issues they cannot resolve themselves

• Diagnose issues at the system level, identify root cause or isolate variables before escalating to engineering

• Make the call on when to escalate to the on-call engineer: not too early, not too late. When you do escalate, bring a clear summary of what you have already investigated and ruled out

• Document what you learn so the next agent does not start from scratch

• Create structured incident reports so engineers can reproduce and permanently fix the underlying issue

• Post a clear shift handover for the incoming agent, covering active incidents, open items and anything requiring follow-up

What we expect

Calm under pressure. Live broadcast means real stakes and real-time pressure. You stay calm, think clearly and act systematically even when three things are going wrong at once.

Proactive by nature. You do not wait for alerts to tell you something is wrong. You look at the data, notice what is off and act before it becomes a problem.

Genuinely independent. This role runs without a manager actively on shift with you. You assess the situation, make a call and own it. We give you runbooks and training as a foundation, but we need you to think, not just follow steps. If the runbook does not cover what you are seeing, you figure it out.

Curious and analytical. You enjoy figuring out why something happened, not just that it happened. You form a hypothesis, test it and update your thinking based on what you find.

A fast and structured learner. You pick things up quickly, retain them and build on them. Runbooks are a starting point, not a ceiling.

Clear communicator. Your incident notes are timestamped, specific and actionable. When you escalate, the engineer receiving your message knows exactly what the situation is and what you have already tried.

Creative and resourceful. When you notice something could work better, you take action. One of our agents in Europe built a custom monitoring tool to get a clearer view of live games during their shift. That tool is now a core part of our game day operations. We want people who improve the way we work, not just follow it.

Reliable. Shifts are scheduled in advance and we depend on you. You show up.

Profile

Required

• 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

• Familiar with networked systems: streaming protocols, latency, packet loss and upload bandwidth are concepts you understand

• Strong written English for clear incident notes and shift handovers

• Available for evening and weekend shifts on a reliable, recurring basis (Eastern Time)

• Able to work indep