Network Operations Center (NOC) Engineer I

In the time it takes you to read this job description, RapidSOS will have handled ~1,380 emergencies.

 

At RapidSOS, we are committed to using technology to build a safer, stronger future and working together to save lives. We’re in an exciting phase of growth, welcoming new members from across the globe to our mission-driven, ambitious, and inclusive team. Our work is founded on our values of elevating purpose, inventing tomorrow, delivering with urgency, serving with integrity, and winning together, all of which support a company culture where people can innovate, collaborate, grow, and, above all, make an impact. 

 

RapidSOS is ​​the leading public safety AI company that unlocks mission-critical intelligence for first responders and security teams – enabling faster, smarter and more accurate emergency response. Real-time data from the world’s largest safety network of 700M+ devices, 200+ global enterprises, and 23,000+ federal, state and local agencies fuels the RapidSOS HARMONY AI engine that delivers this intelligence to those who need it most. Learn more at www.RapidSOS.com.

 

What this role is about: 

As a Network Operations Center Engineer, you will work to uphold and maintain the reliability of the RapidSOS platform and internal enterprise environments. We are looking for a candidate with a strong operations background to ensure the continuous monitoring and analysis of a dynamic cloud-based environment. At a high level, this candidate will have a solid understanding of incident & alert management with an eye to continuous monitoring and improvement via automation.

 

What you’ll do: 

• Monitor Production and Enterprise Infrastructure and react to alarms according to documented SLAs
• Work with Engineering and Customer Support teams to remediate alarms and incidents
• Continually strive to improve the environment through optimization and automation
• Create and update documentation as necessary to share new methods and knowledge around troubleshooting 
• Perform operational tasks as assigned by Engineering and Customer Support teams
• Support incident response, deployments, and infrastructure training as the role evolves
• Work with international teams to diagnose and resolve critical issues
• Build, tune, and maintain alerting rules and monitors to ensure every alert is actionable, including investigating root cause, not just symptom mitigation
• Participate in post-incident reviews and contribute to blameless post-mortems

 

What we’re looking for in our ideal candidate: 

• 2+ years of experience in a help desk environment or NOC role, ideally in a cloud-based environment
• Experience managing and creating alerts and monitors using enterprise monitoring tools such as Nagios, Zabbix, SolarWinds and Datadog (Datadog preferred)
• Experience with Incident Management platforms such as Pagerduty, Opsgenie or Firehydrant
• Experience working with ticketing systems such as Jira and Zendesk
• Experience following runbooks and troubleshooting guides to remediate infrastructure or application issues
• Experience with Infrastructure operations (Cloud Infrastructure AWS/Azure preferred)
• Technical aptitude with the ability & willingness to quickly learn and understand complex products or services 
• Highly self-motivated, strong work ethic and ability to multitask in a fast-paced environment
• Demonstrates experience in adept problem-solving abilities, and organizational skills, ensuring successful outcomes and efficient execution of incident response and initiatives
• Strong written and verbal communication skills in English 
• Ability to work flexible shifts and participate in a 24x7 on-call rotation
• Experience building log-based alert rules (e.g., ElastAlert or equivalent) and investigating issues using centralized logging platforms (e.g., ELK/Kibana or equivalent)
• Comfort with Kubernetes a