Carbyne · 1 day ago
Senior NOC Engineer
Atlanta, GA
Full-time
Remote
Mid, Senior Level
3+ years exp
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Responsibilities
Serve as the technical lead for the Network Operations Center (NOC) team, supporting Tier-1 engineers and acting as a point of escalation for complex issues.
Provide proactive and reactive frontline support for Carbyne’s global customers, ensuring timely ticket resolution and high customer satisfaction.
Troubleshoot and resolve advanced networking and system issues involving FortiGate firewalls, CradlePoint devices, CAMA trunks, and other PSAP technologies.
Monitor and analyze logs actively using tools like Datadog, Kibana, and other system monitoring platforms to identify root causes and develop proactive solutions.
Lead incident management for critical outages, coordinating across internal teams, external vendors (e.g., AWS, Twilio, Vonage), and PSAP stakeholders to ensure timely resolution and communication.
Provide customer-facing presentations and technical walkthroughs for high-stakes incidents and service improvement meetings.
Mentor and train NOC engineers to improve their technical acumen and incident management capabilities.
To streamline knowledge sharing, maintain, update, and enhance documentation, including the Support Playbook and troubleshooting guides.
Collaborate with R&D and Operations teams to identify and implement infrastructure improvements, ensuring service stability and scalability.
Ensure compliance with SLAs by optimizing workflow processes and monitoring KPIs.
Qualification
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Required
Minimum 3 years of experience in network engineering, preferably in a SaaS or emergency services environment– A Must.
Expert knowledge of FortiGate firewalls, CradlePoint devices, and CAMA trunking systems.
Strong understanding of IP networking, including routing, switching, DNS, and DHCP.
Experience with VoIP technologies, SIP gateways, and telephony integration.
Proficiency in analyzing logs and troubleshooting using advanced monitoring tools (Datadog, Kibana, etc.)
Exceptional time management, multitasking, and prioritization skills, especially in a high-pressure, fast-paced environment.
Ability to manage real-time incidents involving multiple teams, ensuring a coordinated and timely response.
Proven experience managing incidents and coordinating multi-team responses under high-pressure conditions.
Excellent customer-facing presentation and communication skills, with the ability to articulate technical issues clearly.
Strong mentoring and coaching skills to uplift team capabilities and morale.
Availability to lead in a 24/7 operational environment.
Strong time management and organizational skills, with the ability to prioritize in a fast-paced environment.
A clear understanding of SLAs and ticket KPIs, with the ability to ensure compliance and operational efficiency.
Preferred
Relevant certifications such as AWS Solutions Architect, CCNP, or equivalent.
Experience working with Esinet providers and integration systems for emergency response.
Background in developing and implementing network security protocols.
Benefits
Comprehensive medical, dental, and vision insurance
401k, matching up to 4% of your salary
Parental Leave Policy
Unlimited vacation days
Sick days
Competitive options plan
Health and Wellness Benefits
Company
Carbyne
Carbyne is a software company that develops cloud-based mission-critical contact center solutions.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$126.25MKey Investors
AT&T VenturesGlobal Medical ResponseEhud Barak
2024-03-20Series Unknown
2022-09-07Series C· $56M
2021-06-15Convertible Note· $20M
Leadership Team
Amir Elichai
Founder, Chairman & CEO
Alex Dizengof
Co-Founder & CTO
Recent News
2024-11-15
Company data provided by crunchbase
