{"id":3962730,"url":"https://alion.io/job/mainstreaming-customer-support-operations-engineer","title":"Customer Support & Operations Engineer","company":{"id":1966494,"name":"MainStreaming","domain":"mainstreaming.com","url":"https://alion.io/company/mainstreaming-com","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Milan, Italy"],"countries":["IT"],"hiring_countries":["IT"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"BGP","optional":false},{"name":"DNS","optional":false},{"name":"OpenSSL","optional":false},{"name":"Python","optional":false},{"name":"Tcpdump","optional":false},{"name":"Wireshark","optional":false},{"name":"GDPR","optional":true}],"status":"live","first_seen_at":"2026-11-09T09:29:10Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T12:30:43Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"At MainStreaming, we are on a mission to enable broadcasters, media and gaming companies transition to streaming video and offer their audience the best Quality of Experience.\nWith our innovative solution we deliver live and on-demand video, integrating all operative phases for ingest, encoding, management and distribution.\nWe are looking for a:\nCustomer Support & CDN Operations Engineer\nJob Description:\nAs a Customer Support & CDN Operations Engineer at Mainstreaming, you will be responsible for providing advanced technical support to our customers, resolving complex issues, and ensuring high levels of customer satisfaction. You will be a key point of contact for critical incidents and will work closely with other teams to identify and implement solutions to prevent future problems.\nKey Responsibilities:\nProvide advanced technical support to customers, troubleshooting and resolving issues related to our CDN platform.\nManage and resolve customer incidents, ensuring timely communication and resolution.\nIdentify and analyze recurring issues, influencing solutions to prevent future occurrences.\nConduct in-depth root cause analysis to determine the underlying cause of issues and help with the implementation of effective solutions.\nMonitor services, infrastructure, and alarms.\nContribute to and maintain the knowledge base, ensuring it is up-to-date and accurate.\nParticipate in a 24/7 on-call rotation to provide timely support during off-hours.\nContinuously identify opportunities for process improvement, streamlining workflows and enhancing efficiency.\nWhat we’re looking for:\nPASSION FOR THE PRODUCT: Professional attitude towards software craftsmanship including testing and a passion for writing good documentation.\nPROACTIVITY: You are confident enough to self-start your project and set your priority in autonomy while working with a group of international peers.\nEAGERNESS TO LEARN: You don't get scared of something new, we provide you an environment where you can improve every day.\nTEAMWORK: A high degree of collaboration, we are a team, we develop and grow together.\nENGLISH: Professional proficiency level, you will share your time within an international Team.\n\nSKILLS\n4+ years of experience in B2B SaaS Customer Support or Operations, with a strong focus on network/video streaming technologies and working with Enterprise customers.\nFundamental understanding how the Internet works (OSI Model).\nExperience troubleshooting DNS, SSL/TLS, HTTP and Streaming Protocols.\nExperience troubleshooting network connectivity issues, BGP routing, Etc.\nExperience in command line, and tools, including curl, dig, traceroute, openssl, git, etc.\nStrong technical knowledge of CDN technologies, video streaming protocols, and network infrastructure.\nExperience with scripting languages (Python, Bash, etc.) and network tools (Wireshark, tcpdump, etc.) is a plus.\nExcellent problem-solving and troubleshooting skills.\nStrong communication and interpersonal skills.\nAbility and willingness to work occasional weekends, holidays, after hours, and shifts.\nFluent proficiency in English is mandatory, in Italian is preferred, other languages are a plus.\nWhat we offer:\nA young, dynamic and entrepreneurial environment where to develop and growth.\nAn innovative technology and service able to support the transition from traditional broadcasting to the streaming entertainment of the future.\nA growth path aimed at improving your professionalism.\nFlexible working hours.\nBreakfast, lunch and snacks in our office.\nAccess to E-Learning platform.\nSalary Range: 28.000 - 33.000\nIn MainStreaming you will be part of a dynamic, flexible, young, tight-knit and international environment and will have the chance to work in a company that values innovation, out of the box thinking, its employees and committed in making the world a better place.\nLa ricerca è rivolta a candidati di ambo i sessi. I candidati interessati possono inviare un curriculum vitae con l'autorizzazione al trattamento dei dati personali ai sensi del D.Lgs 196/03 e “Codice in materia di protezione dei dati personali” e dell’art. 13 GDPR 679/16 - “Regolamento europeo sulla protezione dei dati personali”.","description_format":"text","description_chars":4186,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Italian","level":"All levels","optional":true},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"Italy","iso":"IT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["CDN & Edge Delivery","Streaming & OTT Platforms"],"lifecycle":[{"event":"open","at":"2026-11-09T12:30:43Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":44,"reasons":["conf:1","win:early"],"computed_at":"2026-11-09T14:21:14Z"},"pay":null,"html_url":"https://alion.io/job/mainstreaming-customer-support-operations-engineer","json_url":"https://alion.io/job/mainstreaming-customer-support-operations-engineer.json","meta":{"generated_at":"2026-11-09T14:21:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19545,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1966494},"rest":"https://alion.io/mcp/rest/get_company?id=1966494"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmainstreaming-customer-support-operations-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmainstreaming-customer-support-operations-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmainstreaming-customer-support-operations-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mainstreaming-customer-support-operations-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmainstreaming-customer-support-operations-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3962730}},{"tool":"search_jobs","arguments":{"company":"mainstreaming.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3962730},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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