About us
Born in a cloud-native era where software is at the centre of business, ng-voice has licensed source code and collaboration in its DNA. Committed to building the next G of 100% software-based mobile networks, combining DevOps with telecommunications expertise, ng-voice is creating innovative mobile infrastructure solutions and making them accessible for operators and enterprises that want to deploy future proof networks.

As the Senior Operations Engineer & Technical Lead for the Americas, you will be the senior technical escalation point for the region. This is a hands‑on engineering role: you will directly investigate and resolve complex production issues while also leading incident response, coordinating engineers across shifts, and strengthening the team’s capabilities.

You will work closely with APAC and EMEA through structured handovers, shared on‑call coverage, and operational alignment.

Tasks
What you’ll do
- Lead operational support for Americas customers and participate in the rotational on‑call model.
- Perform hands‑on L2/L3 troubleshooting across Linux,



IMS, SIP, Diameter, Kubernetes, networking, logs, packet captures, and monitoring data.
- Act as the senior technical escalation point for complex customer issues.
- Lead major incidents from detection through recovery, setting technical direction, assigning actions, coordinating contributors, and driving resolution.
- Take the primary communication role during significant incidents for both internal and external stakeholders.
- Lead incident bridges, provide clear status updates, define communication cadence, and ensure customers, Engineering, Operations, and leadership receive consistent information.
- Own customer‑facing incident communication, recovery confirmation, technical summaries, and RCA input.
- Escalate effectively to Engineering, Cloud, Product, or external partners with sufficient evidence, traces, logs, impact analysis, and investigation context.
- Improve monitoring, alerting,

📌 Operations and Support Lead Engineer (México)
🏢 Ng-Voice
📍 México