Digital Operations Specialist (Tier 1 Support)

Contract Role,  Secaucus, NJ (On-site)
Schedule: 5 PM – 1 AM, 5 days per week (includes weekends & holidays)

This role contributes directly to the quality of live digital products across web, mobile, and connected devices. As part of the Digital Operations Center, you’ll monitor live streams, provide Tier 1 support, manage incidents, and help deliver seamless digital experiences for end users.

Key Responsibilities

• Monitor live events and streams across digital platforms.
• Provide Tier 1 support: write tickets, document steps to reproduce issues, spoof games, and perform basic QA on production systems.
• Execute incident management escalation procedures including intake, triage, mitigation, and stakeholder communication.
• Generate and maintain reports for new initiatives and feature performance across digital platforms.
• Collaborate with Product, Engineering, Content, and Broadcast teams to surface and triage product/design flaws.
• Leverage monitoring and QA tools to evaluate stream quality and perform manual overrides when necessary.
• Track user feedback across message boards and social media, summarizing insights for internal teams.
• Research emerging digital technologies to support innovation in streaming and media experiences.

Required Skills & Knowledge

• 1–2 years of experience in customer service, digital operations, technical support, broadcast/production.
• Hands-on experience with JIRA, Confluence, Bitmovin, New Relic, and Postman.
• Strong analytical and problem-solving skills with attention to detail.
• Experience with digital/incident management processes.
• Familiarity with QA workflows, ticketing, and monitoring tools.
• Knowledge of digital platforms (iOS, Android, web, connected TV, game consoles).
• Passion for delivering premium digital experiences.
• Excellent communication and interpersonal skills; comfortable working in high-pressure environments.
• Familiarity with Adobe Analytics, Tableau, or other visualization tools a plus.

Education

• Bachelor’s degree required, preferably in Digital Media, Communications, Computer Science, or a related field.