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ng-voice

Operation and Support Engineer

ng-voice

. Own customer support tickets from first response to closure through Jira Service Management, email, phone, and chat .

Posted 9/24/2026full-timeGermanyMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Linux administration, networking, and troubleshooting within a ticket-driven, SLA-based environment. Proficient in incident management, customer communication, and maintaining operational excellence across global teams.

Highest-signal resume keywords
Linux AdministrationNetworking KnowledgeSIP and Diameter TroubleshootingPacket-Level TroubleshootingJira Service Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Linux AdministrationNetworkingSIPDiameterPacket-Level TroubleshootingIMSVoIPKubernetes OperationsHelmObservability Tools
Soft Skills
Clear CommunicationCalm Under Pressure
Tools & Technologies
Jira Service ManagementWiresharkTcpdumpPrometheusGrafanaAlertmanagerLokiConfluence
Industry Keywords
TelecomVoLTEVoWiFiEPC5G

Tech Stack

Tools & technologies
AWSCloudDNSFirewallsGrafanaKubernetesLinuxPrometheusSwitchingVoIP

About the role

Key responsibilities & impact
  • 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
  • Provide clear and regular customer updates
  • Escalate issues to senior engineers, Engineering, or Cloud with sufficient evidence
  • Participate in major incidents by investigating, gathering data, and reporting findings to the incident lead
  • Plan and run software upgrades and maintenance windows, including pre-checks, execution, validation, and rollback readiness
  • Monitor selected customer environments and respond to alerts
  • Flag risks before they become incidents
  • Provide input for root-cause analyses and document findings from resolved issues
  • Improve runbooks, SOPs, knowledge base articles, monitoring, and alerting
  • Hand over tickets, incidents, maintenance activities, and customer commitments across regions
  • Maintain ticket quality, SLA compliance, and follow-up across the queue
  • Work in a global team across APAC, EMEA, and the Americas
  • Participate in scheduled after-hours maintenance windows and an on-call rotation

Requirements

What you’ll need
  • 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 in a ticket-driven, SLA-based environment
  • Clear written and spoken communication
  • Ability to stay calm and structured under pressure
  • Willingness to work scheduled after-hours maintenance windows
  • Willingness to take part in the on-call rotation from time to time
  • Fluent English
  • Kubernetes operations, ideally on AWS (EKS) or another public cloud (nice to have)
  • Helm and container networking, such as Multus or Longhorn (nice to have)
  • Prometheus, Grafana, Alertmanager, Loki, or similar observability tools (nice to have)
  • Hands-on experience with IMS components including P-CSCF, S-CSCF, I-CSCF, DRA, HSS, PCRF/PCF, and MMTEL (nice to have)
  • Experience with VoLTE, VoWiFi, EPC, or 5G (nice to have)
  • Experience running upgrades or maintenance on production telecom systems (nice to have)
  • Jira Service Management and Confluence (nice to have)

Benefits

Comp & perks
  • Flexible, hybrid remote culture
  • Mobility benefits
  • Fitness benefits
  • Language class benefits
  • Wellness benefits
  • Home-office budget (for full-time employees)
  • Clear path to senior and lead roles
  • Learning from senior engineers through real investigations
  • Equal opportunity employer