Operation and Support Engineer (f/m/d)

Committed to building the next generation of 100% software-based mobile networks, combining DevOps with telecommunications expertise, ng-voice is creating innovative mobile infrastructure solutions and making them accessible for operators and enterprises that want to deploy future-proof networks. 
 
As part of the operation and delivery team, you’ll play a key role in shaping the voice of ng-voice. Together, we devise innovative strategies to grow ng-voice's brand, attract new customers and keep existing clients excited about our products.  

We are growing our Mexico-based team and looking for operation and support engineers.What you’ll do:

• Continuous operations of the solution.
• Support client’s tech teams 24/7 via an online portal, phone, email, and chat.
• Manage incidents to resolve all issues within the agreed SLA, including escalation to higher support levels when necessary.
• Troubleshoot IMS Telco or Cloud-related issues.
• Keep clients updated on the progress.
• Continuously monitor the deployed solutions.
• Continuously improve internal processes and KPI.

Our Ideal new colleague: 

• Experience with Linux machines (setup, admin, operation).
• Experience with networking infrastructures including routing, switching, firewalls, and load balancing techniques.
• Debugging and tracing skills (Wireshark).
• You are experienced with IMS.
• Very good communication and customer handling skills.
• Fluency in English.
• Available to work in rotating shifts
• Experience providing support to technical clients and their teams.

 
Nice to have:  

• Knowledge of signaling standards and protocols such as SIP and Diameter.
• Experience with Kubernetes administration.
• Worked with public clouds like AWS and GCP.
• Experience in mobile networks (EPC and 5G).
  

A little more about our culture and why you should join   

• Work-Life-Balance is a priority: Flexible working that suits you - we live and breathe a hybrid remote culture and don't mind where and when you work    
• We are committed to building a diverse team that represents a variety of backgrounds, perspectives, and skills in a traditionally not very diverse industry   
• We offer you the culture of a fast-growing start-up with the maturity of an enterprise company   
• We are more interested in your experience and knowledge than formal degrees   
• Entrepreneurial culture and flat hierarchies   
• Mobility benefit, fitness benefit, language class benefit and wellness benefit (for full-time employees) 
• Home office budget (for full-time employees)