{"id":1199642,"url":"https://alion.io/job/ng-voice-operation-and-support-engineer-fmd","title":"Operation and Support Engineer (f/m/d)","company":{"id":695739,"name":"ng-voice","domain":"ng-voice.com","url":"https://alion.io/company/ng-voice","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["DE","FR","GB","AT","BE","BG","HR","CZ","DK","FI","HU","IE","IT","NL","NO","PL","RO","ES","SE","CH","EE","GR","IS","LV","LI","LT","LU","MT","PT","SK","SI"],"hiring_countries_total":31,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"Jira","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Tcpdump","optional":false},{"name":"Wireshark","optional":false},{"name":"Alertmanager","optional":true},{"name":"Amazon EKS","optional":true},{"name":"AWS","optional":true},{"name":"Confluence","optional":true},{"name":"Grafana","optional":true},{"name":"Helm","optional":true},{"name":"Loki","optional":true},{"name":"Prometheus","optional":true}],"status":"live","first_seen_at":"2025-05-22T14:27:47Z","employer_posted_date":"2025-05-22","last_verified_at":"2026-10-19T17:26:58Z","board_verified":true,"closed_at":null,"days_open":516,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":516},"description":"About us\nAs an Operations & Support Engineer, you are one of the people customers rely on to keep their voice network running. You take ownership of customer tickets, investigate issues across the IMS stack and the cloud platform under it, run planned upgrades and maintenance, and monitor selected customer environments, seeing every issue through to resolution within the agreed SLA.You'll work in a global team with colleagues in APAC, EMEA, and the Americas, handle scheduled after-hours maintenance windows, and take part in the on-call rotation from time to time.\nThe role is located in Europe.\nTasks\nWhat you’ll do:Own customer support tickets from first response to closure, through Jira Service Management, email, phone, and chat.\nTroubleshoot L1/L2 issues across Linux, IMS, SIP, Diameter, Kubernetes, and networking, using logs, traces, packet captures, and monitoring data.\nKeep customers updated clearly and regularly, with written updates their technical teams can act on.\nEscalate to senior engineers, Engineering, or Cloud with enough evidence (traces, logs, timeline, impact, steps already taken) that they can act without asking again.\nJoin major incidents: run investigation tasks, gather data, and report findings to the incident lead.\nPlan and run software upgrades and maintenance windows for customer deployments, including pre-checks, execution, validation, and rollback readiness.\nMonitor selected customer environments, respond to alerts, and flag risks before they become incidents.\nProvide input for RCAs and write up findings from resolved issues.\nImprove runbooks, SOPs, knowledge base articles, and monitoring and alerting.\nHand over reliably across regions: open tickets, ongoing incidents, maintenance, and customer commitments.\nKeep ticket quality, SLA compliance, and follow-up high across the queue.\nRequirements\nOur Ideal new colleague: Hands-on Linux administration and troubleshooting experience.\nSolid networking knowledge: routing, switching, firewalls, NAT, DNS, and load balancing.\nWorking knowledge of SIP and Diameter, including reading call flows and signaling traces.\nExperience with IMS or VoIP/telecom core environments.\nPacket-level troubleshooting with Wireshark and tcpdump.\nExperience supporting technical customers (operator or enterprise engineering teams) in a ticket-driven, SLA-based environment.\nClear written and spoken communication, and the ability to stay calm and structured under pressure.\nWillingness to work scheduled after-hours maintenance windows and take part in the on-call rotation from time to time.\nFluent English.\nNice to have: \nKubernetes operations, ideally on AWS (EKS) or another public cloud.\nHelm and container networking (Multus, Longhorn, or similar).\nPrometheus, Grafana, Alertmanager, Loki, or similar observability tools.\nHands-on experience with IMS components (P-CSCF, S-CSCF, I-CSCF, DRA, HSS, PCRF/PCF, MMTEL).\nExperience with VoLTE, VoWiFi, EPC, or 5G.\nExperience running upgrades or maintenance on production telecom systems.\nJira Service Management and Confluence.\nBenefits\nA little more about our culture and why you should join Work on live IMS and cloud-native telecom networks across multiple continents.\nBuild real depth in voice core, Kubernetes, and cloud operations in the same job.\nLearn from senior engineers through real investigations, with a clear path to senior and lead roles.\nFlexible, hybrid remote culture: we care about ownership and results, not where you sit.\nWe value experience and knowledge over formal degrees.\nA diverse team in a traditionally not very diverse industry.\nMobility, fitness, language class, and wellness benefits, plus a home-office budget (for full-time employees).","description_format":"text","description_chars":3701,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced 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