NOC Engineer

Description
Hi, we're Carbyne.
We're on a mission to help emergency call centers save lives every day. As the leader in emergency collaboration technologies, we're building a platform that brings game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time.
We currently provide services to over 400 million people in over eight countries around the world, and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies. Want to join our mission-driven team? Read on.
About the role:
We're on the search for a NOC Engineer (Tier-1) who will play a key role in Carbyne's support and Operations group. In this role, you will be part of a team that supports Carbyne's cloud infrastructure health and service monitoring, covering evening and night shifts during the week, as well as during the weekend.
Here's what you'll be working on:

• Provide first-level proactive support for Carbyne's global customers
• Assist in troubleshooting for all operative and infrastructure incidents
• Create and follow PlayBooks methodologies to assure system health
• Actively monitor and maintain alerts, Zendesk tickets, and KPIs
• Perform first-triage and incident analysis
• Collaborate with the technical support team and engineering team as needed

Requirements

• Strong understanding of networking flows and protocols knowledge, with the ability to understand a distributed SaaS environment
• The ability to read and understand logs
• Good understanding and experience with managing incidents and supporting systems
• Excellent troubleshooting and diagnosis capabilities
• Experienced in creating step-by-step troubleshooting scenarios
• Experienced in generating a variety of reports as requested
• Clear understanding of SLAs and KPIs
• Excellent communication skills and teamwork
• Excellent time management, multitasking, and prioritization skills
• Perceptive, fast learner, and able to perform well under pressure
• Ability to manage real-time incidents with multiple teams
• A clear understanding of networking elements and back-end systems
• Willingness to operate mostly during evening, holidays and weekend shifts
• 5 shifts a week, 8.5 hours per shift (07:00am-3:30pm; 3:00pm-11:30pm;11pm-7:30am)

Bonus points for:

• Team lead or shift management skills
• Experience in similar positions and/or SaaS companies
• Experience in using a variety of monitoring tools (Datadog, Rollbar, Kibana, PRTG, SumoLogic, etc.)
• Familiarity with cloud computing (mostly with AWS)
• Student for BSc/BA in Computer Science or equivalent
• Spanish speaker is a plus

What else we're looking for:
We're a mission-driven team with a strong set of values. We take them pretty seriously here at Carbyne, and want to make sure that anyone who joins our team takes them seriously, too.
If you grabbed coffee with any of our team members, you would see that we:
Innovate. We think differently and don't lean on standard conventions.
Strive to be better. We're always looking to improve. We define goals and measure ourselves against them regularly.
Take ownership. We own our actions, complete our missions, and hold ourselves accountable for both. We care deeply about the success of Carbyne, our customers, our partners, and each other.
Are customer-first. We focus on making sure our customers are successful, and we build trust and practice full transparency at all times.
Benefits
As a member of the Carbyne team, you can expect:

• Comprehensive medical, dental, and vision insurance
• 401k, matching up to 4% of your salary
• 13 weeks of full payment for maternity leave
• Unlimited vacation days
• Competitive options plan
• Reimbursement for commuter expenses (if you work in the office)
• Udemy courses
• Health and Wellness Benefits

Our Promise:
Carbyne believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offenses, or any other basis protected by applicable law. We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.