Support Engineer Tech

At Orb, nothing is ordinary, and neither are the people who thrive here. Were looking for a full-time addition to our platform operational support center : someone who combines strong workflow automation and optimization skills with excellent customer-facing abilities to help us push the boundaries of content technology.

Our Platform Support team partners directly with high-profile clients, supporting them in managing long- and short-form video content production and distribution through cloud-based applications. From powering video streaming to building advanced network architectures for sites across the U.S., Orb projects are complex, impactful, and anything but routine.

WHAT YOU'LL DO

• Act as a primary responder for client-reported incidents and system alerts, investigating, diagnosing, and resolving issues promptly.
• Help global customers resolve issues via the ticketing system, escalating effectively when needed and ensuring SLAs are met.
• Research, diagnose, and troubleshoot system behavior by analyzing logs, metrics, and configurations.
• Participate in post-incident reviews, providing insights on root causes and opportunities for improvement.
• Assess current workflows for ticket processing, log analytics, and reporting, and work to automate repetitive tasks wherever possible.
• Collaborate with automation engineers or build scripts / tools to improve support workflows.
• Proactively search and analyze logs to detect unusual patterns, identify potential issues before they escalate, and provide insights back to engineering teams.
• Develop and maintain clear documentation for support processes, automated tools, and recurring issues.
• Create and deliver reports on system health, incident trends, and recurring bottlenecks, providing actionable insights to both internal teams and clients.
• Provide feedback from the field to engineering and automation teams to help shape platform improvements and reliability practices.
• Take part in a 24-hour on-call pager duty rotation with teammates to resolve critical issues.
• Learn Orbs technology platforms and help test and maintain Linux-operated video server footprint.
• Configure IP addresses, prepare servers for deployment, and document incoming / outgoing shipments.
• Contribute to and maintain a knowledge base to support self-service and reduce repetitive escalations.

WHAT YOU NEED

WHO YOU ARE

Location : Open to hiring in Portugal, Spain, Ukraine, or Italy

Work arrangement : Fully remote, primarily Monday Friday, 10 : 00am to 6 : 00pm or 7 : 00pm Pacific time (California)

Role will be required to participate in 24 / 7 365 on call rotation schedule

Salary : 30,000-40,000 EUR

WHAT'S IN IT FOR YOU

At Orb Group, youll get an exciting challenge at an entrepreneurial and global company, where we believe that high job satisfaction is the basis for personal achievement. You will be surrounded by colleagues who are committed to helping each other grow. We are open-minded, receptive and strive for honesty and integrity.

We believe our people and our work make the difference for our clients and their audience. With us, you get to work with market-leading brands and exciting customers who will challenge you, and you, them.

WHO WE ARE

Meet Orb Group. We are an independent global specialist in production and content marketing from inception to delivery, powered by technology and fueled by creativity. We have multiple global offices and 100+ colleagues worldwide, but we work as one team. Weve partnered with some of the worlds biggest and most innovative and recognizable brands, including Ikea, Dyson, Absolut, Netflix, CBS, Polestar, Lego and PBS. Just to name a few.

Lets craft better stories. Join us!

Orb Group provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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