WIN Reality, LLC Live Ops Engineer Austin, TX · Los Angeles, CA · Full time Company website

Apply for Live Ops Engineer

WIN Reality is changing how baseball and softball players across the world train to get better. Our team is full of world class developers changing the VR landscape, former professional ballplayers dedicated to improving the way the game is played, and people passionate about creating a one of a kind experience. We’re always looking for talented people to join our team, and to continue pushing the boundaries of what’s possible.

Department: Engineering

Reports To: Director of Engineering

Location: Austin, TX or Los Angeles, CA

Schedule: Weekends required, with several weekdays off

About the Role

The Live Ops Engineer keeps WIN’s fleet of thousands of camera-based Smart Park systems operating as intended. These systems are installed at baseball and softball fields across the country, and when games are being played, they have to work.

This role owns fleet health in real time. You’ll spot problems before customers do, solve engineering-level issues across hardware, firmware, networking, and software, and drive permanent fixes with the engineering team. Success is measured by one primary outcome: a performant fleet during every game.

Most games happen on weekends, so this role works weekends and has several weekdays off.

Key Responsibilities

Fleet Monitoring & Health

• Monitor the real-time health and performance of thousands of deployed Smart Park systems: cameras, edge compute, connectivity, power, and data pipelines.
• Build and improve the dashboards, alerts, and automated health checks that show fleet status at a glance.
• Triage issues quickly by severity and customer impact.

Incident Response & Troubleshooting

• Serve as the first line of engineering response during live play, diagnosing issues across hardware, firmware, networking, and software.
• Resolve issues remotely — configuration changes, restarts, software rollbacks, network fixes — and coordinate on-site support when a field visit is needed.
• Run root-cause analysis on incidents and drive fixes with the engineering team.

Fleet Operations

• Manage software and firmware rollouts to the fleet safely, with staged releases, monitoring, and rollback.
• Coordinate with Smart Park operations, installation partners, and customer support on field issues.
• Maintain runbooks and documentation so every incident makes the next one faster to solve.

Automation

• Write scripts and tools that automate detection and remediation of common issues.
• Turn recurring problems into permanent engineering fixes rather than repeat manual work.

Team & Structure

• Part of WIN’s engineering team, reporting to the Director of Engineering.
• Close partners: Smart Park operations, customer support, the computer vision team, and installation partners.
• Regular weekend schedule with weekdays off; participation in an on-call rotation as the fleet grows.

Who You Are

• You stay calm when it’s live. You’ve worked in high-stakes, real-time environments, and pressure sharpens your focus.
• You debug across the whole stack. You can move from a camera feed to a network trace to a log file to a line of code until you find the root cause.
• You automate yourself out of repeat work. If you’ve fixed the same issue twice, you build a system to catch it forever.
• You communicate clearly under pressure. You keep customers, support, and engineering informed with clear, honest status.
• You care about game day. You know a coach, a player, or a parent is counting on the system working, and you take that personally.

How Success Is Measured

• Primary KPI: Fleet uptime and performance during scheduled games.
• Speed: Mean time to detect and mean time to resolve incidents.
• Prevention: Recurring issues eliminated through permanent fixes and automation.
• Rollouts: Software and firmware releases delivered to the fleet without customer impact.
• Customer impact: Volume of customer-reported issues and escalations.

Qualifications

Required

• 4+ years in live operations, site reliability, network operations, or field engineering for connected devices or IoT fleets in a high-stakes, real-time environment.
• Experience troubleshooting across hardware, firmware, and software.
• Strong Linux skills, networking fundamentals (cellular, Wi-Fi, VPN), and scripting in Python or Bash.
• Experience with monitoring and observability tools (for example, Grafana, Datadog, or Prometheus).
• Able to work weekends as a regular part of your schedule.
• Based in, or willing to relocate to, Austin or Los Angeles.

Preferred

• Experience with camera or video systems: IP cameras, video streaming, and encoding.
• Experience with fleet management and over-the-air update tooling.
• Cloud experience (AWS or GCP) and containers.
• Background in sports, live events, or broadcast.