Operation and Support Engineer (f/m/d)

ng-voice; Deutschland; Hybrid; EUR 60.000 - 95.000; Vollzeit

Benefits dieser Stelle

Home-office budget

Hybrid remote culture

Wellness benefits

Mobility & language class

Zusammenfassung

ng-voice is seeking an Operations & Support Engineer to own customer tickets, troubleshoot across Linux, IMS, SIP, Diameter, Kubernetes, and networks, and manage upgrades and maintenance windows for customer deployments.

You will work in a global team across APAC, EMEA, and the Americas, participate in on-call rotations, and handle after-hours maintenance with a flexible, hybrid remote work setup. Fluent English required.

Qualifikationen

• Hands-on Linux administration and troubleshooting experience.
• Solid networking knowledge: routing, switching, firewalls, NAT, DNS, and load balancing.
• Working knowledge of SIP and Diameter, including reading call flows and signaling traces.
• Experience with IMS or VoIP/telecom core environments.
• Packet-level troubleshooting with Wireshark and tcpdump.
• Experience supporting technical customers in a ticket-driven, SLA-based environment.
• Clear written and spoken communication, and the ability to stay calm under pressure.
• Willingness to work scheduled after-hours maintenance windows and on-call rotation.
• Fluent English.

Aufgaben

• Own customer support tickets from first response to closure through Jira Service Management, email, phone, and chat.
• Troubleshoot L1/L2 issues across Linux, IMS, SIP, Diameter, Kubernetes, and networking using logs, traces, and monitoring data.
• Keep customers updated clearly and regularly with actionable information.
• Escalate to senior engineers or Cloud with evidence to take action.
• Join major incidents and assist in investigation tasks and reporting.
• Plan and run software upgrades and maintenance windows for customer deployments.
• Monitor customer environments, respond to alerts, and flag risks.
• Provide input for RCAs and document findings from resolved issues.
• Improve runbooks, SOPs, and monitoring/alerting.

Kenntnisse

Linux administration

Networking

SIP & Diameter

IMS/VoIP core

Packet analysis

SLA-based support

English communication

Tools

Wireshark

tcpdump

Jira Service Management

Confluence

Jobbeschreibung

About Us

As an Operations & Support Engineer, you are one of the people customers rely on to keep their voice network running. You take ownership of customer tickets, investigate issues across the IMS stack and the cloud platform under it, run planned upgrades and maintenance, and monitor selected customer environments, seeing every issue through to resolution within the agreed SLA.

You'll work in a global team with colleagues in APAC, EMEA, and the Americas, handle scheduled after-hours maintenance windows, and take part in the on-call rotation from time to time.

The role is located in Europe.

Tasks

What You’ll Do

• Own customer support tickets from first response to closure, through Jira Service Management, email, phone, and chat.
• Troubleshoot L1/L2 issues across Linux, IMS, SIP, Diameter, Kubernetes, and networking, using logs, traces, packet captures, and monitoring data.
• Keep customers updated clearly and regularly, with written updates their technical teams can act on.
• Escalate to senior engineers, Engineering, or Cloud with enough evidence (traces, logs, timeline, impact, steps already taken) that they can act without asking again.
• Join major incidents: run investigation tasks, gather data, and report findings to the incident lead.
• Plan and run software upgrades and maintenance windows for customer deployments, including pre-checks, execution, validation, and rollback readiness.
• Monitor selected customer environments, respond to alerts, and flag risks before they become incidents.
• Provide input for RCAs and write up findings from resolved issues.
• Improve runbooks, SOPs, knowledge base articles, and monitoring and alerting.
• Hand over reliably across regions: open tickets, ongoing incidents, maintenance, and customer commitments.
• Keep ticket quality, SLA compliance, and follow-up high across the queue.

Requirements

Our Ideal new colleague:

• Hands-on Linux administration and troubleshooting experience.
• Solid networking knowledge: routing, switching, firewalls, NAT, DNS, and load balancing.
• Working knowledge of SIP and Diameter, including reading call flows and signaling traces.
• Experience with IMS or VoIP/telecom core environments.
• Packet-level troubleshooting with Wireshark and tcpdump.
• Experience supporting technical customers (operator or enterprise engineering teams) in a ticket-driven, SLA-based environment.
• Clear written and spoken communication, and the ability to stay calm and structured under pressure.
• Willingness to work scheduled after-hours maintenance windows and take part in the on-call rotation from time to time.
• Fluent English.

Nice To Have

• Kubernetes operations, ideally on AWS (EKS) or another public cloud.
• Helm and container networking (Multus, Longhorn, or similar).
• Prometheus, Grafana, Alertmanager, Loki, or similar observability tools.
• Hands-on experience with IMS components (P-CSCF, S-CSCF, I-CSCF, DRA, HSS, PCRF/PCF, MMTEL).
• Experience with VoLTE, VoWiFi, EPC, or 5G.
• Experience running upgrades or maintenance on production telecom systems.
• Jira Service Management and Confluence.

Benefits

A little more about our culture and why you should join

• Work on live IMS and cloud-native telecom networks across multiple continents.
• Build real depth in voice core, Kubernetes, and cloud operations in the same job.
• Learn from senior engineers through real investigations, with a clear path to senior and lead roles.
• Flexible, hybrid remote culture: we care about ownership and results, not where you sit.
• We value experience and knowledge over formal degrees.
• A diverse team in a traditionally not very diverse industry.
• Mobility, fitness, language class, and wellness benefits, plus a home-office budget (for full-time employees).

ng-voice is an equal opportunity employer. We believe demographic characteristics and diverse experiences that have nurtured unique viewpoints benefit our growth and performance and value each person and their different background as a whole.

Hope we caught your attention; we look forward to getting to know you!

Please be aware that we are currently not collaborating with agencies and any profile received will not be taken into consideration.