Lead Engineer, Operations and Support

Role Overview

• 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

Tech Stack

• AWS
• Cloud
• DNS
• Firewalls
• Grafana
• Kubernetes
• Linux
• Prometheus
• Switching

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)