Operation and Support Engineer (f/m/d)

<h3>About us</h3> <p>Committed to building the next generation of 100% software-based mobile networks, combining DevOps with telecommunications expertise, ng-voice is creating innovative mobile infrastructure solutions and making them accessible for operators and enterprises that want to deploy future-proof networks. <br/> <br/>As part of the operation and delivery team, you’ll play a key role in shaping the voice of ng-voice. Together, we devise innovative strategies to grow ng-voice's brand, attract new customers and keep existing clients excited about our products.  <br/><br/>The role is located in Hamburg.</p> <h3>Tasks</h3> <span><span>What you’ll do:</span></span><ul><li><span><span>Continuous operations of the solution.</span></span></li><li><span><span>Support client’s tech teams 24/7 via an online portal, phone, email, and chat.</span></span></li><li><span><span>Manage incidents to resolve all issues within the agreed SLA, including escalation to higher support levels when necessary.</span></span></li><li><span><span>Troubleshoot IMS Telco or Cloud-related issues.</span></span></li><li><span><span>Keep clients updated on </span><span>the progress</span><span>.</span></span></li><li><span><span>Continuously monitor the deployed solutions.</span></span></li><li><span><span>Continuously improve internal processes and KPI.</span></span></li></ul> <h3>Requirements</h3> <p>Our Ideal new colleague: <br/><ul><li><span><span>Experience with Linux machines (setup, admin, operation).</span></span></li><li><span><span>Experience with networking infrastructures including routing, switching, firewalls, and load balancing techniques.</span></span></li><li><span><span>Debugging and tracing skills (Wireshark).</span></span></li><li><span><span>You are experienced with IMS.</span></span></li><li><span><span>V</span><span>ery good</span><span> communication and customer handling skills.</span></span></li><li><span><span>Fluency in English.</span></span></li><li><span><span>Available to work in rotating shifts</span></span></li><li><span><span>Experience providing support to technical clients and their teams.</span></span></li></ul> <br/>Nice to have:  <br/><ul><li><span><span>Knowledge of </span><span>signaling</span><span> standards and protocols such as SIP and Diameter.</span></span></li><li><span><span>Experience with Kubernetes administration.</span></span></li><li><span><span>Worked</span><span> with public </span><span>clouds</span><span> like AWS and GCP.</span></span></li><li><span><span>Experience in mobile networks (EPC and 5G).</span></span><span><br/></span></li></ul></p> <h3>Benefits</h3> <p>A little more about our culture and why you should join   <br/><ul><li><span><span>Work-Life-Balance is a priority: Flexible working that suits you - we live and breathe a hybrid remote culture and </span><span>don't</span><span> mind where and when you work    </span></span></li><li><span><span>We are committed to building a diverse team that </span><span>represents</span><span> a variety of backgrounds, perspectives, and skills in a traditionally not </span><span>very diverse</span><span> industry   </span></span></li><li><span><span>We offer you the culture of a fast-growing start-up with the maturity of an enterprise company   </span></span></li><li><span><span>We are more interested in your experience and knowledge than formal degrees   </span></span></li><li><span><span>Entrepreneurial culture and flat hierarchies   </span></span></li><li><span><span>Mobility benefit, fitness benefit, language class benefit and wellness benefit (for full-time employees) </span></span></li><li><span><span>Home office budget (for full-time employees)</span></span></li></ul></p>