Senior NOC Engineer

Who We Are:

Hi! We’re Carbyne and we are on a mission to help Public Safety Agencies save lives every day. As the leader in emergency collaboration technologies, we’re building a platform that brings operational improvement and 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 call 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 Amazon, Microsoft, AT&T and others to deliver life-saving technologies. Want to join our mission-driven team? Read on. 

Headquarters: New York City, New York

Current Headcount: 180 People and counting….

Carbyne Website

Recent Press

Techcrunch article: Carbyne raises $56M Series C

About the role: 

As a Senior NOC Engineer (Tier-1) at Carbyne, you’ll lead technical efforts to support mission-critical emergency response systems, ensuring reliability for Public Safety Answering Points (PSAPs). You’ll act as a technical lead, troubleshoot advanced issues, manage critical incidents, and collaborate across teams and vendors for swift resolutions.

This role involves mentoring Tier-1 engineers, enhancing knowledge-sharing resources, and maintaining SLA compliance. Leveraging tools like Datadog and Kibana, you’ll proactively address system challenges and drive service stability. With opportunities for growth and impactful work, you’ll help shape Carbyne’s cutting-edge emergency response solutions.

Here’s what you’ll be working on:

• Serve as the technical lead for the Network Operations Center (NOC) team, supporting Tier-1 engineers and acting as a point of escalation for complex issues.
• Provide proactive and reactive frontline support for Carbyne’s global customers, ensuring timely ticket resolution and high customer satisfaction.
• Troubleshoot and resolve advanced networking and system issues involving FortiGate firewalls, CradlePoint devices, CAMA trunks, and other PSAP technologies.
• Monitor and analyze logs actively using tools like Datadog, Kibana, and other system monitoring platforms to identify root causes and develop proactive solutions.
• Lead incident management for critical outages, coordinating across internal teams, external vendors (e.g., AWS, Twilio, Vonage), and PSAP stakeholders to ensure timely resolution and communication.
• Provide customer-facing presentations and technical walkthroughs for high-stakes incidents and service improvement meetings.
• Mentor and train NOC engineers to improve their technical acumen and incident management capabilities.
• To streamline knowledge sharing, maintain, update, and enhance documentation, including the Support Playbook and troubleshooting guides.
• Collaborate with R&D and Operations teams to identify and implement infrastructure improvements, ensuring service stability and scalability.
• Ensure compliance with SLAs by optimizing workflow processes and monitoring KPIs.

Technical Skills

• Minimum 3 years of experience in network engineering, preferably in a SaaS or emergency services environment– A Must.
• Expert knowledge of FortiGate firewalls, CradlePoint devices, and CAMA trunking systems.
• Strong understanding of IP networking, including routing, switching, DNS, and DHCP.
• Experience with VoIP technologies, SIP gateways, and telephony integration.
• Proficiency in analyzing logs and troubleshooting using advanced monitoring tools (Datadog, Kibana, etc.)
• Exceptional time management, multitasking, and prioritization skills, especially in a high-pressure, fast-paced environment.
• Ability to manage real-time incidents involving multiple teams, ensuring a coordinated and timely response.

Leadership and Communication

• Proven experience managing incidents and coordinating multi-team responses under high-pressure conditions.
• Excellent customer-facing presentation and communication skills, with the ability to articulate technical issues clearly.
• Strong mentoring and coaching skills to uplift team capabilities and morale.
• Availability to lead in a 24/7 operational environment.
• Strong time management and organizational skills, with the ability to prioritize in a fast-paced environment.
• A clear understanding of SLAs and ticket KPIs, with the ability to ensure compliance and operational efficiency.

Preferred Qualifications

• Relevant certifications such as AWS Solutions Architect, CCNP, or equivalent.
• Experience working with Esinet providers and integration systems for emergency response.
• Background in developing and implementing network security protocols.