Level 2 Support Engineer

Job Description

Job Description

Company Description

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.

Job Description

• 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

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