Level 2 Support Engineer

• Own L2 escalations; reproduce/isolate/fix issues across services, APIs, data pipelines. 
• Investigate and debug ingest/ETL failures, schema drift, throttling; run safe replays/backfills. 
• Analyze logs/traces/DB metrics; apply targeted config changes/workarounds. 
• Communicate effectively any issues, debug steps and requirements to the dev team for permanent fixes
• Support releases (staging checks, smoke tests, rollbacks). 
• Write/update runbooks & KBs; tune alerts/dashboards; contribute to RCAs. 
• Communicate clearly with customers; join bridge calls when needed. 

Qualifications

• 3–5 years L2/SRE/DevOps for enterprise SaaS or real-time systems. 
• Strong debugging (APIs/logs/traces/DB); solid OS/network basics. 
• SQL fluency; comfort with queues/schedulers and reading .NET stacks. 
• Experience with deploying virtual environments in cloud or on premise including docker
• Clear written/spoken customer comms. 
• Nice to have : Broadcast/newsroom experience; scripting (PowerShell/Python/Bash); AWS Associate, familiarity with games engines, unreal and Unity, broadcast graphics engines e.g. Vizrt and data providers such as AP, Bloomberg and Opta.

Additional Information

Environment / Tech Stack:

• Languages & Frameworks: C#/.NET (ServiceStack), REST APIs

• Databases & Storage: MongoDB, SQL Server, Redis, RDS/DocumentDB, S3

• Messaging & Queues: RabbitMQ

• Cloud & Infrastructure: AWS (EC2, ECS, EKS), Linux, Windows

• Monitoring & Observability: CloudWatch, Grafana, Prometheus

• Collaboration & Tools: Jira, Confluence, GitHub, Postman, cURL

 Benefits

• Comprehensive Group Insurance – including medical, dental, and online telemedicine support via Dialogue

• RRSP Matching Program – plan for your financial future with company contributions

• Wellness Allowance – support for personal well-being (gym, sports, mental health, etc.)

• Team Activities & Events – regular social and team-building opportunities

• Office in Montreal’s Old Port – a vibrant and inspiring workspace in the heart of downtown

About the Company

Astucemedia is a global leader in innovative creative and software solutions for real-time data visualization on live TV, studios, museums, immersive experiences, and sports venues. Our software and services enhance augmented reality graphics, virtual sets, video walls, interactive apps, and on-screen overlays across television and digital platforms.

We’re a team of passionate trailblazers who thrive on creativity, collaboration, and cutting-edge technology—and we’re looking for someone who’s just as excited to shape the future with us.

With our proprietary Data Platform software and plugins for real-time graphics engines by Vizrt, Unreal, and Unity, Astucemedia stands at the forefront of data-driven graphics for finance, sports, and elections. Our esteemed clients include ABC News/Disney, NBC Universal, Fox Sports, CBS Sports, beIN Sports, NFL Network, BNN Bloomberg, Yahoo Finance, CBC, Radio-Canada, Sky News Arabia, Al Arabiya, Dubai TV, The Media Majlis Museum in Qatar, and Times Square.