Operations and Support Lead Engineer (f/m/x)

ng-voice GmbH; México; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid remote culture

Home office budget

Mobility benefit

Fitness benefit

Language class benefit

Descripción de la vacante

ng-voice GmbH is seeking a Senior Operations Engineer & Technical Lead for the Americas. You will be the senior technical escalation point, investigate and resolve complex production issues, and lead incident response across shifts.

You will collaborate across APAC and EMEA, strengthening team capabilities and coordinating engineers to ensure reliable service delivery.

Formación

• Hands-on Linux administration and troubleshooting.
• Strong networking knowledge: routing, switching, firewalls, DNS, NAT, load balancing.
• Experience with Wireshark, tcpdump, logs, traces, production monitoring tools.
• Solid SIP and Diameter knowledge with call flow tracing.
• Hands-on IMS experience with components like P-CSCF, I-CSCF, S-CSCF, HSS, PCRF/PCF, etc.
• Experience leading complex production incidents, technical investigations.
• Strong customer-facing communication and calm under pressure.
• Ability to work independently across time zones and own incidents.

Responsabilidades

• Lead operational support for Americas customers and participate in the on-call rotation.
• Perform hands-on L2/L3 troubleshooting across Linux, IMS, SIP, Diameter, Kubernetes, networking, logs, traces, and monitoring data.
• Act as the senior technical escalation point for complex customer issues.
• Lead major incidents from detection to recovery and drive resolution.
• Own customer-facing incident communication, RCA input, and post-incident summaries.
• Escalate to Engineering, Cloud, Product, or partners with evidence and context.
• Improve monitoring, runbooks, SOPs, and operational documentation.
• Mentor engineers through investigations and reviews.
• Ensure smooth handovers with APAC/EMEA for ongoing incidents.

Conocimientos

Linux administration

Networking

SIP/Diameter

Troubleshooting

Incident management

Customer communication

English fluency

Herramientas

Wireshark

tcpdump

production monitoring

Kubernetes

AWS

Descripción del empleo

About us

Born in a cloud-native era where software is at the centre of business, ng-voice has licensed source code and collaboration in its DNA. Committed to building the next G 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 the Senior Operations Engineer & Technical Lead for the Americas, you will be the senior technical escalation point for the region. This is a hands‑on engineering role: you will directly investigate and resolve complex production issues while also leading incident response, coordinating engineers across shifts, and strengthening the team’s capabilities.

You will work closely with APAC and EMEA through structured handovers, shared on‑call coverage, and operational alignment.

Tasks

What you’ll do

• 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

What you bring

• 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 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).