Technical Operations Agent - India at Spiideo

Nashik, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

13 Aug, 26

Salary

0.0

Posted On

15 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Operations, NOC Operations, System Monitoring, Incident Management, Root Cause Analysis, Grafana, Network Protocols, Video Streaming, Log Analysis, Technical Support, English Communication, System Engineering

Industry

Spectator Sports

Description

Catch it before it breaks. Keep sport live when it matters most. Spiideo powers live sports video for thousands of clubs, leagues and broadcasters worldwide. Cameras roll automatically across stadiums and pitches every evening, every weekend, all year round. When the final whistle blows, the footage needs to be there. When a stream drops at 22:45 on a Sunday, someone needs to be on it before the customer even notices. That someone is you. About the role As a Technical Operations Agent you are 3rd line technical support outside European and North American office hours. While customer support handles customer contact and game day operations agents monitor individual broadcasts, your focus is the system itself: the infrastructure and pipelines that everything else depends on. Your job is not to wait for alerts. It is to spot patterns, catch issues early and keep the platform running smoothly when no one else is watching. You are also the technical resource that 1st and 2nd line support and game day operations agents can turn to when they need a deeper look under the hood. This is a new role on the India side of our global team. You will work closely with experienced agents in Europe and our growing team in Philadelphia, and your shifts cover the hours when the rest of the world is asleep or just waking up. What you will do Monitor active video streams and system health proactively during your shift using Grafana and real-time alerting tools, looking for anomalies before they become customer-impacting incidents Investigate and resolve issues independently: clearing processing queues, restarting stalled pipelines, recovering missing or delayed content Support 1st and 2nd line customer support and game day operations agents with technical context when they encounter issues they cannot resolve themselves Diagnose issues at the system level, identify root cause or isolate variables before escalating to engineering Make the call on when to escalate to the on-call engineer: not too early, not too late. When you do escalate, bring a clear summary of what you have already investigated and ruled out Document what you learn so the next agent does not start from scratch Create structured incident reports so engineers can reproduce and permanently fix the underlying issue Post a clear shift handover for the incoming agent in Europe, covering active incidents, open items and anything requiring follow-up What we expect Calm under pressure. Live broadcast means real stakes and real-time pressure. You stay calm, think clearly and act systematically even when three things are going wrong at once. Proactive by nature. You do not wait for alerts to tell you something is wrong. You look at the data, notice what is off and act before it becomes a problem. Genuinely independent. This role works largely on its own during your shift, with the European team coming online toward the end of your day. You assess the situation, make a call and own it. We give you runbooks and training as a foundation, but we need you to think, not just follow steps. If the runbook does not cover what you are seeing, you figure it out. Curious and analytical. You enjoy figuring out why something happened, not just that it happened. You form a hypothesis, test it and update your thinking based on what you find. A fast and structured learner. You pick things up quickly, retain them and build on them. Runbooks are a starting point, not a ceiling. Clear communicator. Your incident notes and handovers are in clear written English, timestamped, specific and actionable. When you escalate, the engineer receiving your message knows exactly what the situation is and what you have already tried. Creative and resourceful. When you notice something could work better, you take action. One of our agents in Europe built a custom monitoring tool to get a clearer view of live games during their shift. That tool is now a core part of our game day operations. We want people who improve the way we work, not just follow it. Reliable. Shifts are scheduled in advance and we depend on you. You show up. Profile Required Background in technical operations, NOC operations, systems engineering, software engineering or a related technical field, either through work experience or relevant education Comfortable reading logs, metrics and traces in monitoring tools Familiar with networked systems: streaming protocols, latency, packet loss and upload bandwidth are concepts you understand Strong written English for clear incident notes and shift handovers with the European and Philadelphia teams Available for morning and weekend day shifts on a reliable, recurring basis (India Standard Time) Able to work independently and make sound decisions under time pressure Willingness to work on-site at our office Strong candidates often have Experience with technical support, NOC operations or systems-adjacent work Prior hands-on experience with monitoring tools beyond Grafana (Datadog, Prometheus or similar) Understanding of video streaming or real-time media pipelines Experience working with distributed international teams in English Interest in sports (welcome, but secondary to technical depth) Schedule Part-time, hourly employment, on-site at our India office. We are recruiting now for a July 2026 start, beginning with a structured onboarding program throughout July working alongside our experienced agents in Europe (via remote shadowing with overlapping hours during the latter part of your shift). From August, you move into the regular shift rotation: Weekday mornings: approximately 07:30 to 13:30 IST, 6-hour shifts (covering the European pre-office hours) Weekend daytime: approximately 10:30 to 16:30 IST, 6-hour shifts Shifts are scheduled at least one week in advance. Shift swaps within the team are permitted with prior notice. Compensation Competitive hourly rate at market level for this type of role in India. Onboarding hours are paid at the same rate. Onboarding Your first weeks are a structured onboarding program in July. You learn the systems, the monitoring tools and the incident playbooks alongside our experienced European agents, while the platform is in its calmer summer rhythm. By late August, when the fall sports season ramps up, you are ready to handle independent shifts on the India side. We treat onboarding as a real part of the role: documenting new patterns, improving runbooks and helping the team get smarter over time. Success looks like Issues are caught before they become customer-impacting incidents When incidents do occur, they are resolved or escalated fast, with a clear and structured summary The on-call engineer is only engaged when genuinely needed, and always with full context Shift handovers are consistent and the incoming European agent is never left guessing Patterns in recurring issues are noticed and flagged so engineering can fix them permanently About Spiideo Spiideo is a Swedish sports technology company powering automated live video for clubs, leagues and broadcasters around the world. Our cameras and AI deliver every match, every training session, in stadiums and on fields across Europe, North America and beyond. We already have a strong technical operations presence in India through our AutoData and Annotation teams, and we are now expanding into 24/7 platform operations. We are a team that takes the product seriously, the work seriously and each other less seriously. Apply today and join us in keeping sport live, every morning, every weekend.

Responsibilities

Proactively monitor system health and video streams to identify and resolve infrastructure issues before they impact customers. Provide 3rd line technical support and detailed incident documentation for engineering teams and global operations agents.