Operation and Support Engineer (f/m/d)

ng-voice GmbH; Hamburg; Hybrid; EUR 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Hybrid remote culture

Home-office budget

Zusammenfassung

ng-voice GmbH in Hamburg is seeking an Operations & Support Engineer to own customer tickets, troubleshoot across Linux, IMS, SIP, Diameter, Kubernetes, and networks, and coordinate upgrades within SLA. You will join a global team and participate in after-hours maintenance and on-call rotations.

You’ll monitor environments, provide clear updates, escalate with evidence, and contribute to runbooks and knowledge bases while keeping SLA and ticket quality high.

Qualifikationen

• Hands‑on Linux administration and troubleshooting experience.

Aufgaben

• What you’ll do: Own customer support tickets from first response to closure, through Jira Service Management, email, phone, and chat.

Kenntnisse

Linux administration

Networking

SIP & Diameter

IMS/VoIP core

Wireshark/tcpdump

Customer support

English fluency

On-call readiness

Tools

Jira Service Management

Confluence

Kubernetes

Wireshark

tcpdump

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).