Hands-on: Direct hands-on activity in resolving complex technical issues and maintaining the organization's infrastructure stability. The candidate must demonstrate advanced troubleshooting techniques and problem-solving skills in a SaaS/Web Production environment. - Strategic Technical Leadership: Exceptional in troubleshooting, enhancing service reliability, and leading technology teams towards continuous infrastructure improvement with innovative solutions. - Talent Management and Development: Responsible for the recruitment, training, and development of the NOC Engineers Team. Drive the team to exceed KPIs related to issue resolution quality, customer satisfaction, and operational efficiency. - Critical Incident Management: Handle escalations and manage multi-level support coordination. Ensure swift resolution of incidents, maintaining high customer satisfaction. - Strategic Planning and Execution: Define, implement, and enforce essential policies such as configuration and change management to uphold network integrity. - Communication and Collaboration: Facilitate cross-departmental meetings and engage with Carbyne's customers, promoting a culture of transparency and customer-first ethos. #### What You Bring
Demonstrated hands-on expertise in monitoring technologies and proficient troubleshooting in a Production environment. -
A must!
This role requires overnight hours, between 9:00 PM ET to 8:00 AM ET. ( 4-5 days a week)
Minimum 3 years of experience as a NOC Engineer in a SaaS company, and at least 2 years as a NOC Manager. - A must!
Proven ability to design and implement advanced monitoring systems for early detection and resolution of service issues in SaaS/Web environments, ensuring optimal service availability (Using platforms like Datadog, Kibana, Grafana, Coralogix or similar). - Ability to create, maintain and optimize technical documentation, customer facing strategies and customer support complex methodologies. - Exceptional problem-solving skills and a high sense of urgency for issue escalation and resolution. - Strong interpersonal skills, with the ability to build relationships across departments and with partners. - Ability to work flexible hours (as required) to accommodate off hours activities (e.g., infrastructure deployments), project deadlines, and team collaboration needs. - Experience in advanced cloud services. - In-depth knowledge with VoIP, SQL databases, and scripting languages. - Experience with cross platforms integrations. - Background in user testing/QA flows
Demonstrating Customer Success Strategies. #### Benefits that Benefit You
Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
Medical, Dental, Vision plans
Fitness Programs
Emotional & Mental Wellness support
Learning & Development programs
Employee Resource Groups (ERGs)
And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.
