Lead Engineer, Operations and Support

🕒 June 24

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ng-voice

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

Telecommunications

ng-voice is focused on revolutionizing voice production in 4G/5G networks for both consumer and IoT use cases. They offer a fully cloud-native IMS (IP Multimedia Subsystem) solution that is infrastructure-agnostic, cost-efficient, and highly automated. Their flagship product, the Hyperscale IMS Solution, provides up to 80% total cost of ownership savings due to its low resource footprint and high level of automation. The company's solutions are designed to work on any infrastructure layer, from bare metal to private or public clouds, and are integrated with various orchestration layers, making them a perfect partner for telecom operators wishing to future-proof their networks and move to the next generation of voice services.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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)