Technical Operations Agent - Sweden at Spiideo

Malmö, Skåne County, Sweden -

Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

0.0

Posted On

11 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, System Monitoring, Incident Management, Network Troubleshooting, Log Analysis, Root Cause Analysis, Video Streaming Protocols, Cloud Infrastructure, Grafana, English Communication, Independent Decision Making, Technical Documentation

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 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. Every shift is different. You will see the full stack: networks, pipelines, video processing, cloud infrastructure. You will learn fast, build real technical depth and occasionally be the reason thousands of spectators get to watch their team play. 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, 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 has no manager online at 22:00. 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 are 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 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 Ongoing studies in computer science, software engineering, electrical engineering or a related technical field at a Swedish university, with at least two years remaining 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 Available for evening and weekend shifts on a reliable, recurring basis Able to work independently and make sound decisions under time pressure Strong candidates often have Experience with technical support, NOC operations or systems-adjacent coursework Prior hands-on experience with monitoring tools beyond Grafana (Datadog, Prometheus or similar) Understanding of video streaming or real-time media pipelines Interest in sports (welcome, but secondary to technical depth) Schedule Part-time, hourly employment. We are now recruiting for a summer start (mid-June 2026), beginning with a structured, paid onboarding period during daytime hours alongside our experienced agents. From August, you move into the regular shift rotation: evenings and weekends, typically 5 to 6 hours per shift, scheduled at least one week in advance Compensation Competitive hourly rate for evening and weekend shifts. Paid onboarding included. Onboarding Your first weeks are paid summer work, shadowing experienced agents during daytime hours. You learn the systems, the monitoring tools, and the incident playbooks 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. We treat onboarding as a real part of the role: documenting new patterns, improving runbooks and helping the team get smarter. 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 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 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 evening and every weekend.

Responsibilities

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