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.
Operation and Support Engineer (f/m/d)
Remote, Remote - Germany
Full-time
Permanent employee
About us
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:
Nice to have:
- 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).
About us
ng-voice is an equal opportunity employer. We believe demographic characteristics and diverse experiences that have nurtured unique viewpoints benefit our growth and performance and value each person and their different background as a whole.
Hope we caught your attention; we look forward to getting to know you!
DISCLAIMER
Even if you do not meet 100% of the requirements, however, you think this role will be a good match for you, please send in your application. We would love to be in touch!
Please be aware that we are currently not collaborating with agencies and any profile received will not be taken into consideration.