Lead Engineer, Operations and Support

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee operational support for customers in the Americas and engage in the rotational on-call schedule.

• Conduct hands-on L2/L3 troubleshooting across various areas including Linux, IMS, SIP, Diameter, Kubernetes, networking, logs, packet captures, and monitoring data.

• Serve as the senior technical escalation point for intricate customer challenges.

• Manage major incidents from identification through resolution, establishing technical direction, allocating tasks, coordinating contributors, and driving solutions.

• Assume the primary communication role during critical incidents for both internal and external stakeholders.

• Facilitate incident bridges, deliver clear status updates, define communication schedules, and ensure that customers, Engineering, Operations, and leadership receive consistent information.

• Manage customer-facing incident communication, recovery confirmations, technical summaries, and RCA contributions.

• Effectively escalate to Engineering, Cloud, Product, or external partners with adequate evidence, traces, logs, impact analysis, and investigation context.

• Enhance monitoring, alerting, runbooks, SOPs, maintenance procedures, and operational documentation.

• Promote ticket quality, ownership, SLA awareness, and follow-up across the Americas queue.

• Guide engineers through real investigations, reviews, shadowing, and providing technical feedback.

• Ensure dependable handovers with APAC and EMEA for ongoing incidents, maintenance, risks, and customer commitments.

• Assist the Head of Operations & Support with technical judgment, operational risks, workload observations, and suggestions for improvement.

⛳️ Requirements

• Extensive hands-on experience with Linux administration and troubleshooting.

• In-depth networking knowledge, including routing, switching, firewalls, NAT, DNS, load balancing, and packet-level troubleshooting.

• Proficiency in using Wireshark, tcpdump, logs, traces, and production monitoring tools.

• Strong practical understanding of SIP and Diameter, including independent interpretation of call flows and signaling traces.

• Hands-on experience with IMS components such as P-CSCF, I-CSCF, S-CSCF, DRA, BGCF, B2BUA, HSS, PCRF/PCF, or MMTEL is ideal.

• Proven experience in leading complex production incidents while actively participating in the investigation.

• Excellent customer-facing communication skills with the ability to remain clear and composed under pressure.

• Experience in drafting incident updates, RCAs, and technical documentation.

• Capability to work independently across time zones, take ownership, and follow through.

• Proficient in English, both written and spoken.

• Preferred experience in Kubernetes and AWS operations.

• Familiarity with observability tools such as Prometheus, Grafana, Alertmanager, Loki, or similar.

• Experience in VoLTE, VoWiFi, EPC, 5G, or mobile-core environments.

• Knowledge of Helm, Longhorn, Multus, container networking, or cloud-native telecom platforms.

• Experience with Jira Service Management, Confluence, and structured incident/problem management.

🏝️ Benefits

• Prioritizing Work-Life Balance: Enjoy flexible working arrangements tailored to you. We embrace a hybrid remote culture, valuing where and when you work.

• Commitment to Diversity: We strive to build a diverse team that reflects a variety of backgrounds, perspectives, and skills in an industry that traditionally lacks diversity.

• A Unique Culture: Experience the dynamic environment of a fast-growing start-up paired with the stability of an established enterprise.

• Value Beyond Degrees: We prioritize your experience and knowledge over formal qualifications.

• Entrepreneurial Spirit: Enjoy a flat organizational structure that encourages innovation.

• Comprehensive Benefits: Includes mobility benefits, fitness benefits, language class benefits, and wellness benefits for full-time employees.

• Home Office Budget: Available for full-time employees to support remote work setups.