Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.
We are seeking a highly motivated and experienced Operations Engineer Contractor to support the ongoing reliability, performance, and operational excellence of our KAZOO environments. This role is responsible for maintaining system health, responding to operational issues, and driving improvements through automation and documentation.
The ideal candidate is proactive, technically strong in Linux environments, and comfortable operating in a fast-paced, SLA-driven support model.
Responsibilities:
- Call Handling
- Take over inbound support calls when the support team is unable to manage call volume.
- Effectively troubleshoot and manage escalated calls to resolution or appropriate escalation.
- Ticket Management
- Respond to and resolve operations tickets within client SLAs.
- Strive to meet or exceed SLA expectations consistently.
- Ensure accurate documentation and communication within ticketing systems.
- Alert Management (Zabbix & OpsGenie)
- Monitor and respond to system alerts during assigned shifts, including on-call rotations.
- Meaningfully advance or resolve all alerts during each shift.
- Perform root cause analysis and document findings as needed.
- Operations Request Handling
- Promptly address escalated operations requests from Support, Engineering, and other departments.
- Collaborate cross-functionally to ensure timely and effective resolution.
- System Operations
- Ensure the continuous and healthy operation of KAZOO across all supported environments.
- Monitor system performance, stability, and availability.
- Proactively identify and mitigate risks to system uptime.
- Updates & Maintenance
- Execute system and application updates within designated maintenance windows.
- Validate system integrity post-maintenance and communicate outcomes appropriately.
- Documentation
- Create documentation for new procedures.
- Update outdated documentation to reflect current standards and processes.
- Develop and maintain documentation for all non-standard client configurations.
- Systemization & Automation
- Identify opportunities for improved systemization and automation.
- Escalate automation opportunities to leadership.
- Assist in developing automated solutions when requested.
- Continuous Education
- Utilize available time for professional development in topics approved by management.
- Stay current with emerging technologies and operational best practices relevant to the role.
Qualifications:
- 3+ years of Linux server administration experience
- Strong troubleshooting skills in production environments
- Experience working within SLA-driven support models
- Ability to work independently and manage priorities effectively
- Strong written and verbal communication skills
- Preferred Qualifications
- Experience administering FreeSWITCH or Kamailio
- Experience with SIP troubleshooting and PCAP diagnostics
- Familiarity with monitoring and alerting tools such as Zabbix and OpsGenie
- Experience supporting VoIP or telecommunications platforms
United States