Operation and Support Engineer (f/m/d)

About us

As 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.

The role is located in Europe.

Tasks

What you’ll do:

• Own customer support tickets from first response to closure, through Jira Service Management, email, phone, and chat.
• Troubleshoot L1/L2 issues across Linux, IMS, SIP, Diameter, Kubernetes, and networking, using logs, traces, packet captures, and monitoring data.
• Keep customers updated clearly and regularly, with written updates their technical teams can act on.
• Escalate to senior engineers, Engineering, or Cloud with enough evidence (traces, logs, timeline, impact, steps already taken) that they can act without asking again.
• Join major incidents: run investigation tasks, gather data, and report findings to the incident lead.
• Plan and run software upgrades and maintenance windows for customer deployments, includi