Operation and Support Engineer (f/m/d)

About this role

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. 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, including pre-checks, execution, validation, and rollback readiness. Monitor selected customer environments, respond to alerts, and flag risks before they become incidents. Provide input for RCAs and write up findings from resolved issues.

Improve runbooks, SOPs, knowledge base articles, and monitoring and alerting. Hand over reliably across regions: open tickets, ongoing incidents, maintenance, and customer commitments. Keep ticket quality, SLA compliance, and follow-up high across the queue. Our Ideal new colleague: Hands-on Linux administration and troubleshooting experience. Solid networking knowledge: routing, switching, firewalls, NAT, DNS, and load balancing.

Working knowledge of SIP and Diameter, including reading call flows and signaling traces. Experience with IMS or VoIP/telecom core environments. Packet-level troubleshooting with Wireshark and tcpdump. Experience supporting technical customers (operator or enterprise engineering teams) in a ticket-driven, SLA-based environment. Clear written and spoken communication, and the ability to stay calm and structured under pressure.