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.
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 incident bridges, provide clear status updates, define communication cadence, and ensure customers, Engineering, Operations, and leadership receive consistent information.
Escalate effectively to Engineering, Cloud, Product, or external partners with sufficient evidence, traces, logs, impact analysis, and investigation context.
Improve monitoring, alerting, runbooks, SOPs, maintenance procedures, and operational documentation.
Drive ticket quality, ownership, SLA awareness, and follow-up across the Americas queue.
Support the Head of Operations & Support with technical judgement, operational risks, workload observations, and improvement recommendations.
Strong hands-on Linux administration and troubleshooting experience.
Strong networking knowledge: routing, switching, firewalls, NAT, DNS, load balancing, and packet-level troubleshooting.
Experience with Wireshark, tcpdump, logs, traces

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