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Staff Operational Support Engineer (L2) (277791)

Atlanta, GA · On-site

$65 - $72/hr

Staff Operational Support Engineer (L2) Location Address: Atlanta, GA 30308 Duration of project (start and end date): 06 months (Tentative Start Date: 06-Jul-2026; Tentative End Date: 31-Dec-2026 ...

Fortinet, Inc.

Technical Support Engineer

Sunnyvale, CA · On-site

$90K - $110K/yr

As a Technical Support Engineer, you will: Provide direct technical web and telephone support to ... Strong understanding of TCP/IP, routing protocols, L2/L3 switches * Experience with security ...

Fortinet, Inc.

Technical Support Engineer

Sunnyvale, CA · On-site

$90K - $110K/yr

As a Technical Support Engineer, you will: Provide direct technical web and telephone support to ... Strong understanding of TCP/IP, routing protocols, L2/L3 switches * Experience with security ...

Fortinet

Technical Support Engineer

Sunnyvale, CA

$88K - $107K/yr

As a Technical Support Engineer, you will: Provide direct technical web and telephone support to ... Strong understanding of TCP/IP, routing protocols, L2/L3 switches * Experience with security ...

Fortinet, Inc.

Technical Support Engineer

Sunnyvale, CA · On-site

$90K - $110K/yr

As a Technical Support Engineer, you will: Provide direct technical web and telephone support to ... Strong understanding of TCP/IP, routing protocols, L2/L3 switches * Experience with security ...

Fortinet

Technical Support Engineer

Sunnyvale, CA

$90K - $110K/yr

As a Technical Support Engineer, you will: Provide direct technical web and telephone support to ... Strong understanding of TCP/IP, routing protocols, L2/L3 switches * Experience with security ...

Fortinet, Inc.

Technical Support Engineer

Sunnyvale, CA · On-site

$90K - $110K/yr

As a Technical Support Engineer, you will: Provide direct technical web and telephone support to ... Strong understanding of TCP/IP, routing protocols, L2/L3 switches * Experience with security ...

Fortinet

Technical Support Engineer

Sunnyvale, CA

$90K - $110K/yr

As a Technical Support Engineer, you will: Provide direct technical web and telephone support to ... Strong understanding of TCP/IP, routing protocols, L2/L3 switches * Experience with security ...

Fortinet, Inc.

Technical Support Engineer

Sunnyvale, CA · On-site

$88K - $107K/yr

As a Technical Support Engineer, you will: Provide direct technical web and telephone support to ... Strong understanding of TCP/IP, routing protocols, L2/L3 switches * Experience with security ...

Finch

Technical Support Engineer

San Francisco, CA · Hybrid

$110K - $130K/yr

About The Role Our Technical Support Engineers (TSE) are essential to enhancing customer experience ... L2 support is categorized as issues that require code-level knowledge. * Responsible for L1 support ...

OPSWAT

L2 Technical Support Engineer

San Francisco, CA · On-site

OPSWAT is now searching for Tier 2 Technical Support Enginee r to join our Customer Support team ... Work closely with technically oriented customers (typical customers are engineers and IT personnel)

Finch

Technical Support Engineer

San Francisco, CA · On-site

$110K - $130K/yr

About The Role Our Technical Support Engineers (TSE) are essential to enhancing customer experience ... L2 support is categorized as issues that require code-level knowledge. * Responsible for L1 support ...

Finch

Technical Support Engineer

San Francisco, CA · Hybrid

$110K - $130K/yr

About The Role Our Technical Support Engineers (TSE) are essential to enhancing customer experience ... L2 support is categorized as issues that require code-level knowledge. * Responsible for L1 support ...

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Technical Support Engineer L2 information

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How much do technical support engineer l2 jobs pay per year?

As of Jun 21, 2026, the average yearly pay for technical support engineer l2 in the United States is $79,032.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,000.00 and $98,500.00 per year, depending on experience, location, and employer.

What engineers make $500,000?

Senior engineers in specialized fields such as software engineering, data engineering, or systems architecture can earn $500,000 or more annually, especially with extensive experience, advanced skills, and in high-demand industries like technology or finance. Compensation often includes base salary, bonuses, and stock options, particularly at senior or executive levels.

What are some common challenges faced by Technical Support Engineer L2s, and how can they effectively address them?

Technical Support Engineer L2s often encounter complex technical issues that require in-depth troubleshooting and quick problem-solving skills. A common challenge is balancing multiple high-priority tickets while maintaining clear communication with both customers and internal teams. To address these challenges, it's important to stay organized, document solutions thoroughly, and proactively collaborate with Level 1 support and engineering teams for escalations. Continuous learning and staying updated with product knowledge also help in providing efficient solutions and improving customer satisfaction.

What are the key skills and qualifications needed to thrive as a Technical Support Engineer L2, and why are they important?

To thrive as a Technical Support Engineer L2, you need strong troubleshooting skills, in-depth knowledge of operating systems and networks, and typically a degree in computer science or related field. Familiarity with ticketing systems (like Jira or ServiceNow), remote desktop tools, and relevant certifications such as CompTIA A+, Network+, or Microsoft Certified are commonly required. Excellent communication, patience, and problem-solving abilities help you deliver effective solutions and build trust with customers. These skills are crucial for quickly resolving complex technical issues and maintaining high user satisfaction.

What does an L2 support engineer do?

An L2 support engineer handles complex technical issues escalated from L1 support, providing advanced troubleshooting and resolution for hardware, software, or network problems. They often work with diagnostic tools, collaborate with development teams, and may document solutions for future reference, typically requiring strong technical skills and knowledge of relevant systems. This role may involve working in a structured environment with defined SLAs and certifications such as CompTIA or Cisco.

What does a Technical Support Engineer L2 do?

A Technical Support Engineer L2 is responsible for handling more complex technical issues that have been escalated from Level 1 support. They troubleshoot software and hardware problems, provide solutions to customers, and may collaborate with engineering teams to resolve advanced issues. L2 engineers often document solutions, assist in system updates, and may also help train junior staff. Their role is crucial in ensuring customer satisfaction by resolving problems efficiently and accurately.

Is L2 support good for career?

L2 support roles as a Technical Support Engineer provide valuable experience in troubleshooting, technical skills, and customer service, which can serve as a foundation for career growth into specialized technical roles or management. Developing certifications like CompTIA or Cisco can enhance career prospects, and the role often offers opportunities to learn about networking, systems, and software environments. However, long-term career advancement may require transitioning into higher-level technical or managerial positions.

What is L1, L2, L3, and L4 support?

In technical support roles, L1 (Level 1) support handles basic customer issues and initial troubleshooting, often using scripts and FAQs. L2 (Level 2) support involves more complex problem resolution requiring deeper technical knowledge, while L3 (Level 3) support addresses advanced issues often involving engineering or development teams. L4 (Level 4) support typically refers to external vendors or specialized experts who handle the most complex or hardware-related problems.
More about Technical Support Engineer L2 jobs
What job categories do people searching Technical Support Engineer L2 jobs look for? The top searched job categories for Technical Support Engineer L2 jobs are:
Technical Support Engineer L2 jobs near you
Infographic showing various Technical Support Engineer L2 job openings in the United States as of June 2026, with employment types broken down into 79% Full Time, and 21% Contract. Highlights an 93% In-person, and 7% Hybrid job distribution, with an average salary of $79,032 per year, or $38 per hour.
Staff Operational Support Engineer (L2)

Staff Operational Support Engineer (L2)

Protingent

Atlanta, GA • On-site

Contractor

Medical, Retirement, PTO

Posted 5 days ago

Job description

Job Description
Job Title: Staff Operational Support Engineer (L2)
Position Description: Protingent Staffing has an exciting contract Staff Operational Support Engineer (L2)with our client located in Atlanta, GA.
Job Description:
  • As an Operational Support Engineer (L2), you take end to end ownership of customer impacting production incidents once they are triaged by Level 1 support.
  • You operate directly on production systems, lead live incident resolution, and act as the operational bridge between Support, Engineering, DevOps, and customers, particularly during high impact live events.
  • This is a hands on, customer facing role focused on incident ownership, production operations, automation, and operational scalability, not just reactive troubleshooting.

Job Responsibilities:
  • Incident & Operational Support:
    • Take ownership of escalated customer issues from Level 1 Support and drive them to resolution
    • Troubleshoot and resolve complex, high-impact production incidents affecting live streams, VOD playback, ad insertion, DRM, and real-time WebRTC services
    • Operate directly on production environments, including configuration changes, CDN adjustments, and corrective actions, following established operational procedures, including executing mitigations and emergency changes during live incidents when customer impact requires immediate action
    • Lead or actively contribute to live incident bridges involving customers, internal teams, and partners
    • Provide clear, timely communication during incidents, including status updates and customer-facing explanations
  • Infrastructure as Code & Production Operations:
    • Work fluently with Infrastructure as Code (IaC) to understand, troubleshoot, and safely modify production environments
    • Leverage tools and frameworks such as Terraform, Helm, Kubernetes manifests, GitOps workflows, and CI/CD and deployment pipelines
    • Use IaC as the primary mechanism for safe, auditable, and repeatable operational changes
    • Collaborate with Engineering and DevOps to improve deployment reliability and operational safety
    • Validate and execute infrastructure or configuration changes through codified workflows
  • AI-Driven Operations & Automation:
    • Leverage AI tools and automation to enhance operational efficiency and incident response
    • Contribute to and use AI-assisted incident triage and classification, automated runbook execution, AI-based pattern detection across incidents, and intelligent alert correlation and noise reduction
    • Use AI to generate or improve incident communications, accelerate troubleshooting workflows, and identify recurring patterns and systemic issues
    • Drive adoption of automation-first and AI-augmented operational practices
  • Pre-Event Planning & Operational Readiness:
    • Participate in pre-event readiness planning for critical customer events
    • Validate system readiness through runbook checks, monitoring coverage validation, and risk identification and mitigation planning
    • Define and rehearse incident response strategies for high-risk scenarios
    • Collaborate with customers and internal teams to ensure smooth event execution
  • On-Call & 24/7 Operations:
    • Participate in a 24/7 on-call rotation, including nights, weekends, and holidays, as part of a global support model
    • Ensure smooth handovers between shifts and regions
    • Respond to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure
  • Root Cause & Continuous Improvement:
    • Perform or contribute to root cause analysis (RCA) for production incidents
    • Document findings, corrective actions, and preventive measures
    • Identify recurring issues and work with Engineering and Product teams to eliminate them permanently
    • Contribute to and improve runbooks, operational playbooks, and knowledge bases for all OptiView products (Player, ads, live and real time streaming)
  • Collaboration & Engineering Feedback Loop:
    • Work closely with Engineering teams to escalate defects, validate fixes, and support production deployments
    • Provide feedback on system observability, tooling gaps, and operational risks
    • Act as the operational voice during post-incident reviews.

Job Qualifications:
  • 5+ years of relevant experience in operational, support, or similar customer-facing roles
  • Proven ability to own complex problems end-to-end and operate with a high degree of autonomy
  • Strong experience supporting production video streaming platforms, OTT services, live systems
  • Solid troubleshooting skills across distributed systems (APIs, microservices, cloud infrastructure)
  • Familiarity with HLS, DASH, CMAF, WebRTC, DRM and CDN architectures
  • Experience working with monitoring, alerting, and logs to diagnose live incidents (Grafana, Kibana/ELK, Prometheus, Loki)
  • Ability to correlate backend streaming metrics, player telemetry, and CDN signals to diagnose live customer issues end-to-end
  • Comfort performing controlled changes in production environments
  • Working knowledge of incident management and on-call operations
  • Proven ability to remain calm, structured, and decisive during high-pressure incidents
  • Strong sense of ownership and accountability for customer outcomes
  • Excellent written and verbal communication skills, including customer-facing communication during incidents.

Job Details:
  • Job Type: Contract
  • Pay Range: $65 - $72 an hour.
  • Location: Atlanta, GA (Onsite).

Benefits Package: Protingent offers competitive salaries, insurance plan options (HDHP plan or POS plan), education/certification reimbursement, pre-tax commuter benefits, Paid Time Off (PTO), and an administered 401k plan.
About Protingent: Protingent is an Award-Winning provider of top-tier Engineering and IT talent, trusted by companies at the forefront of innovation - from Software and Aerospace to AI, Clean Tech, Medical Devices, and Connected Technologies. We're passionate about making a positive impact by connecting exceptional talent with meaningful opportunities and helping our clients build the future.
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