NOC Engineer (Tier-1)

Who we are:

Hi! We’re Carbyne and we are on a mission to help emergency contact 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 contact 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 worldwide and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies. Want to join our mission-driven team? Read on.

Headquarters: New York City, New York

Current Headcount: 160 People and counting….

Carbyne Website

Recent Press

Techcrunch article: Carbyne raises $56M Series C

Want to join our mission-driven team? Read on.

** All resumes need to be submitted in English**

We're looking for a NOC Engineer (Tier-1) to play a critical 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 shifts during the week and weekends.

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

• Minimum 3 years of experience as a NOC Engineer in a SaaS company - A Must
• Fluent English and Spanish speaker
• 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
• Operate in 5 shifts a week, 8.5 hours per shift (Shifts are permanent)
• As shifts are 24/7 flexibility is required

Bonus points for:

• Experience in similar positions in a SaaS company
• Experience in using a variety of monitoring tools (e.g., Datadog, Rollbar, Kibana, PRTG, etc.)
• AWS Cloud Practitioner certification, or equivalent
• Team lead or shift management skills

Benefits

• Major medical expenses plan and life insurance coverage
• Psychological assistance for you and your family members 24/7
• Lunch stipend
• Savings fund
• Options plan
• Internet and cell phone reimbursement
• Office is closed between Christmas and New Year
• 13 Paid holidays
• Special bonuses- Christmas bonus, Vacation bonus, and vacation premium bonus
• An annual budget for learning and development

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.

Note: We’re unable to sponsor employment visas at this time.