NOC Engineer – Charging Reliability & Incident Analysis

Ionna Llc; Durham (NC); Híbrido; USD 80.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

Life Insurance

401(k)

Descripción de la vacante

IONNA is seeking a Systems Reliability Engineer to monitor the charging network, analyze failures, and translate telemetry into actionable investigations. You will work onsite in Durham, NC, with a focus on preventing customer-impacting issues and driving improvements across hardware, software, and backend systems.

The role requires 3+ years of RCA experience, strong SQL/data analysis skills, and familiarity with observability tools. Candidates must be U.S.

Formación

• Bachelor's degree in Engineering, Computer Science, Data Science, Information Systems, or equivalent practical experience.
• Minimum of three years of experience performing root cause analysis of customer-impacting failures in software, hardware, IoT, automotive, payments, SaaS, or distributed systems environments.
• Proficient SQL and data analysis skills.
• Proven ability to diagnose issues using telemetry, logs, diagnostics, and system data to identify validated root causes.
• Experience with observability and log-analysis platforms such as Kibana, Elastic, Splunk, Datadog, Grafana, or similar.
• Ability to synthesize evidence across multiple systems and communicate findings clearly and concisely.

Responsabilidades

• Monitor charging network performance and identify customer-impacting issues before they become widespread.
• Translate customer complaints and operational observations into measurable technical investigations.
• Investigate charging failures using telemetry, charger diagnostics, session logs, backend logs, payment data, and protocol transactions.
• Correlate findings across hardware, firmware, CPMS platforms, payment systems, vehicle communications, and backend services.

Conocimientos

Root cause analysis

Data analysis

Communication

Problem solving

Educación

Bachelor's degree in Engineering, Computer Science, Data Science, Information Systems, or equivalent practical experience

Herramientas

Kibana

Elastic

Splunk

Datadog

Grafana

Descripción del empleo

Reports To: Director of Charging Quality

This role requires a full-time onsite presence in Durham, NC

Target Base Range: $80 - 90k (Final compensation commensurate with experience and qualifications)

Please note: We are only able to consider candidates who are U.S. citizens or lawful permanent residents (green card holders) and who do not require current or future visa sponsorship of any sort.

Job Summary

Mission

KPIs

• First Attempt Success
• Charge Session Success Rate
• Network MTBF / MTTR
• Time to Detect & Triage
• RCA Quality and Accuracy
• Engineering Escalations Accepted on First Submission

Key Responsibilities

• Monitor charging network performance and identify emerging customer-impacting issues before they become widespread. Detect patterns across charger models, firmware versions, vehicle OEMs, payment systems, and charging locations. Distinguish systemic issues from isolated site, vehicle, or environmental events.
• Translate customer complaints and operational observations into measurable technical investigations. Monitor the effectiveness of telemetry, analytics, and failure-classification systems.
• Investigate charging failures using telemetry, charger diagnostics, session logs, backend application logs, payment data, and protocol transactions. Reconstruct charging-session timelines to determine where and why failures occurred. Validate or challenge assumptions using evidence from raw data rather than dashboards alone.
• Correlate findings across charger hardware, firmware, CPMS platforms, payment systems, vehicle communications, and backend services. Analyze protocol-level interactions including OCPP, OCPI, ISO 15118, DIN 70121, and IEC 61851. Document findings with supporting evidence and reproducible analysis.

Engineering Feedback & Quality Improvement

• Deliver concise, evidence-based recommendations to Engineering. Quantify customer impact and business impact of identified issues. Identify software defects, implementation gaps, integration failures, protocol issues, and configuration problems.
• Recommend corrective actions including software fixes, firmware updates, monitoring enhancements, and process improvements. Validate fixes after deployment and monitor for regressions.
• Escalate issues to charger manufacturers, CPMS providers, payment vendors, OEMs, and technology partners with complete supporting evidence. Identify recurring patterns across incidents and surface systemic issues for prioritization.
• Recommend improvements to monitoring, alerting, and analytics that reduce detection and investigation time.

Qualifications

Required

• Bachelor's degree in Engineering, Computer Science, Data Science, Information Systems, or equivalent practical experience.
• A minimum of three years of experience performing root cause analysis of customer-impacting failures in software, hardware, IoT, automotive, payments, SaaS, or distributed systems environments.
• Proficient SQL and data analysis skills.
• Proven ability to diagnose issues using telemetry, logs, diagnostics, and system data to identify validated root causes.
• Experience with observability and log-analysis platforms such as Kibana, Elastic, Splunk, Datadog, Grafana, or similar.
• Ability to synthesize evidence across multiple systems and communicate findings clearly and concisely.

Preferred, but Not Required

• EV charging experience.
• Knowledge of OCPP 1.6J, OCPI, ISO 15118, DIN 70121, and IEC 61851.
• Experience with connected devices, automotive systems, IoT platforms, payment systems, or reliability engineering.
• Experience with BI and analytics tools such as Superset.
• Experience using AI-assisted analysis and automation workflows.

Success in This Role Looks Like

• Emerging charging issues are identified before they become widespread customer problems. Charging failures are consistently traced to validated root causes rather than symptoms. Engineering receives actionable findings that require minimal rework.
• Vendor escalations are accepted and actioned because the evidence package is complete. Customer charging reliability improves through engineering changes driven by investigation insights.
• The Systems Reliability Engineer becomes the trusted voice of technical truth for charging quality and reliability across the organization.

IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs, comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications and specific work location.

We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

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1. Which option best describes your current U.S. work authorization status? A. U.S. citizen B. Lawful permanent resident (green card holder) C. Requires current or future visa sponsorship

2. This role requires a full-time onsite presence in Durham, NC. Which option best describes your ability to meet this requirement? A. I am able to work onsite full-time in Durham, NC by the expected start date. B. I would need to relocate but am willing and able to do so by the expected start date. C. I am only able to work hybrid or remote. D. I am not able to work onsite in Durham, NC.

3. Which option best describes your experience in a NOC, network operations, reliability, data, or technical support engineering role? A. Less than 1 year B. 1–2 years C. 3–5 years D. More than 5 years

4. Which option best describes your experience analyzing large operational, telemetry, network, or log datasets? A. No hands-on experience B. Basic exposure through coursework, training, or limited projects C. Regular hands-on experience using SQL, BI tools, or log analysis tools D. Advanced experience building queries, dashboards, investigations, or automated analysis workflows

5. Which option best describes your SQL proficiency? A. No SQL experience B. Basic SELECT queries and simple filters C. Joins, aggregations, subqueries, and troubleshooting data quality issues D. Advanced query development, performance optimization, and analysis of complex datasets

6. Which option best describes your experience with log analysis or observability tools such as Kibana, Elastic, Splunk, Datadog, Grafana, or similar platforms? A. No experience B. Limited exposure C. Regular hands-on use to investigate incidents or trends D. Advanced use, including building dashboards, alerts, or repeatable investigation workflows

7. Which option best describes your familiarity with EV charging systems, charging networks, or related protocols such as OCPP, OCPI, ISO 15118, DIN 70121, or IEC 61851? A. No familiarity yet B. General awareness of EV charging concepts C. Hands-on experience supporting or troubleshooting EV charging systems D. Deep protocol-level or system-level troubleshooting experience

8. Which option best describes your experience performing root cause analysis using evidence from multiple data sources? A. I have not performed this type of analysis. B. I have assisted with investigations using documented steps. C. I have independently investigated issues and documented evidence-based findings. D. I have led complex investigations across logs, telemetry, vendor data, and stakeholder reports.

9. Which option best describes your experience documenting technical findings for engineering, operations, vendors, or other stakeholders? A. Little or no experience B. Basic ticket updates or short summaries C. Clear written summaries with evidence, impact, and recommended next steps D. Detailed, repeatable analysis packages including queries, logs, charts, and escalation-ready recommendations

10. This role may require occasional evening or weekend work for incident response or maintenance. Which option best describes your availability? A. I am available for occasional evening or weekend support when needed. B. I may be available with advance notice. C. I have limited availability outside standard business hours. D. I am not available outside standard business hours.

11. Which option best describes your experience working with hardware, software, platform, payment, or vendor support teams to resolve technical issues? A. No experience B. Limited exposure C. Regular collaboration with internal or external technical teams D. Frequent ownership of vendor or cross-functional escalations through resolution

12. Which option best describes your comfort using AI-assisted workflows, automation, or scripting to improve analysis or operational efficiency? A. No experience or not comfortable B. Interested but limited hands-on experience C. Comfortable using tools to accelerate analysis or documentation D. Experienced building repeatable workflows, scripts, prompts, or automations for operational analysis