Lead Engineer, Operations and Support

🕒 Junho 24

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ng-voice

SiteLinkedInTodas as Vagas

51 - 200 funcionários

📡 Telecomunicações

Telecommunications

A ng-voice está focada em revolucionar a produção de voz em redes 4G/5G para casos de uso de consumidores e IoT. Eles oferecem uma solução IMS (Subsistema Multimídia IP) totalmente nativa em nuvem, agnóstica em relação à infraestrutura, eficiente em custos e altamente automatizada. Seu produto principal, a Hyperscale IMS Solution, proporciona até 80% de economia no custo total de propriedade devido ao seu baixo consumo de recursos e alto nível de automação. As soluções da empresa são projetadas para funcionar em qualquer camada de infraestrutura, desde metal puro até nuvens privadas ou públicas, e são integradas com várias camadas de orquestração, tornando-as o parceiro perfeito para operadoras de telecomunicações que desejam preparar suas redes para o futuro e avançar para a próxima geração de serviços de voz.

Descrição

• Lead operational support for Americas customers and participate in the rotational on-call model • Perform hands-on L2/L3 troubleshooting across Linux, IMS, SIP, Diameter, Kubernetes, networking, logs, packet captures, and monitoring data • Act as the senior technical escalation point for complex customer issues • Lead major incidents from detection through recovery, setting technical direction, assigning actions, coordinating contributors, and driving resolution • Take the primary communication role during significant incidents for both internal and external stakeholders • Lead incident bridges, provide clear status updates, define communication cadence, and ensure customers, Engineering, Operations, and leadership receive consistent information • Own customer-facing incident communication, recovery confirmation, technical summaries, and RCA input • Escalate effectively to Engineering, Cloud, Product, or external partners with sufficient evidence, traces, logs, impact analysis, and investigation context • Improve monitoring, alerting, runbooks, SOPs, maintenance procedures, and operational documentation • Drive ticket quality, ownership, SLA awareness, and follow-up across the Americas queue • Mentor engineers through real investigations, reviews, shadowing, and technical feedback • Ensure reliable handovers with APAC and EMEA for ongoing incidents, maintenance, risks, and customer commitments • Support the Head of Operations & Support with technical judgement, operational risks, workload observations, and improvement recommendations

🎯 Requisitos

• Strong hands-on Linux administration and troubleshooting experience • Strong networking knowledge: routing, switching, firewalls, NAT, DNS, load balancing, and packet-level troubleshooting • Experience with Wireshark, tcpdump, logs, traces, and production monitoring tools • Strong practical knowledge of SIP and Diameter, including independent interpretation of call flows and signaling traces • Hands-on IMS experience, ideally with components such as P-CSCF, I-CSCF, S-CSCF, DRA, BGCF, B2BUA, HSS, PCRF/PCF, or MMTEL • Experience leading complex production incidents while remaining technically involved in the investigation • Strong customer-facing communication skills and the ability to remain clear and calm under pressure • Experience writing incident updates, RCAs, and technical documentation • Ability to work independently across timezones, take ownership, and close the loop • Fluent English, written and spoken • Strongly preferred Kubernetes and AWS operational experience • Prometheus, Grafana, Alertmanager, Loki, or similar observability tooling • Experience with VoLTE, VoWiFi, EPC, 5G, or mobile-core environments • Familiarity with Helm, Longhorn, Multus, container networking, or cloud-native telecom platforms • Experience with Jira Service Management, Confluence, and structured incident/problem management

🏖️ Benefícios

• 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)