NOC Manager ( Tier-1)

Who we are:

Hi! We’re Carbyne and we are on a mission to help emergency contact centers save lives every day. As the leader in emergency collaboration technologies, we’re building a platform that brings game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. Our platform unifies the flow of life-saving information to emergency contact centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time. We currently provide services to over 400 million people in over eight countries worldwide, and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies. Want to join our mission-driven team? Read on. 

Headquarters: New York City, New York

Current Headcount: 160 People and counting….

Carbyne Website

Recent Press

Techcrunch article: Carbyne raises $56M Series C

Want to join our mission-driven team? Read on.

What we are looking for:

Carbyne is looking for a The Network Operations Center Manager (Tier-1) who will be responsible for orchestrating operations and leading the team of NOC engineers. This position is responsible for defining, implementing, and monitoring key performance indicators (KPIs) to ensure that our technical support exceeds excellence benchmarks.  

The NOC Manager reports to the Director of Customer Support. This person needs to have technical knowledge and a strategic mindset to enhance overall operational efficiency and deliver superior emergency collaboration technologies.

Requirements

• Minimum 3 years of experience as a NOC Engineer in a SaaS company, and at least 2 years as a NOC Manager. - A must!

• Demonstrated hands-on expertise in monitoring technologies and proficient troubleshooting in a Production environment. - 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 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.

Bonus points:

• 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

• Comprehensive medical, dental, and vision insurance

• 401k, matching up to 4% of your salary
• Paid Parental Leave
• Unlimited vacation days
• Competitive options plan
• Reimbursement for commuter expenses (if you work in the NY office)
• Development Budget
• Health and Wellness Benefits

Our Promise

Carbyne believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offenses, or any other basis protected by applicable law.  We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.

Note: We’re unable to sponsor employment visas at this time. 

If your position is based in Carbyne’s NYC office or will require travel to the NYC office, your offer will be contingent upon proof of COVID-19 vaccination.