Who we are?

Friendly Technologies is a leading provider for IoT, Smart Home, and TR-069 device management that enable unified administration of all types of services on one platform.

Friendly has been providing device management solutions to carriers and service providers since 2007. When IoT and the Smart Home emerged, Friendly Technologies launched its IoT Platform and full solution for the Smart Home. Leveraging our expertise in the device management field, Friendly extended its offering to IoT and the Smart Home markets.

What You’ll do

We are looking for a senior, hands-on ACS / Device Management Operations Engineer who can assume end-to-end operational ownership of a large-scale SaaS ACS platform. The candidate should combine deep technical understanding of TR-069/USP and CPE management with strong Linux, networking, database and cloud troubleshooting skills. The role requires ownership of daily platform administration, CPE onboarding, provisioning policies, firmware and mass operations, monitoring, incident management and SLA compliance.

The adecuado candidate is proactive, highly responsible, methodical, customer-facing and comfortable making operational decisions in a large-scale production environment.

As a Resident Engineer, You Will

- Take end-to-end operational ownership of the ACS / device management platform, rather than only providing reactive technical support.
- Onboard new CPE models, validate data models, define provisioning policies and manage the full device lifecycle.
- Operate production services under strict SLA requirements, typically 99.9%–99.99% availability for critical issues.
- Lead incident triage and coordination, including major incidents and service restoration.
- Investigate recurring issues and drive permanent corrective actions rather than repeated workarounds.
- Prepare, review and execute production changes with proper risk assessment, rollback and validation.
- Act as the technical operational interface toward a major customer.
- Prepare clear operational, SLA, incident and campaign reports.
- Maintain runbooks, procedures, configuration records and operational documentation.
- Ownership Mentality – Treats the platform as their responsibility rather than waiting for someone else to identify or solve problems.




- Proactive – Looks for developing issues, capacity concerns and operational risks before the customer notices them.
- Accountability – Comfortable being accountable for service availability making sure things get done (proactive vs reactive)
- Calm Under Pressure – Can manage outages and high-severity incidents without becoming disorganized or making rushed decisions.
- Methodical – Follows structured troubleshooting and change processes rather than trial-and-error production changes.
- Risk Awareness – Understands that an ACS action can potentially affect hundreds of thousands or millions of devices.
- Attention to Detail – Carefully validates device groups, parameters, firmware versions and target populations before executing changes.
- Good Judgment – Knows when an operation is routine and when it requires escalation or customer approval.
- Independent – Capable of running day-to-day platform operations with limited supervision.
- Strong Troubleshooter – Naturally investigates problems across several technical layers instead of assuming the first apparent cause is correct.
- Analytical – Able to work from incomplete symptoms and correlate multiple sources of information.
- Customer-Oriented – Understands the customer’s operational impact and communicates accordingly.
- Clear Communicator – Can explain technical issues clearly to both engineers and non-technical stakeholders.
- Assertive When Necessary – Comfortable stopping or challenging a risky production operation when technical conditions are not safe.
- Collaborative – Works well with R&D;, infrastructure, networking, database and customer teams without creating ownership gaps.
- Organized – Able to manage incidents, operational requests, campaigns, changes and routine maintenance simultaneously.




- Documentation Discipline – Does not rely on personal knowledge alone; documents procedures so the service is not dependent on one individual.
- Reliability – Can be trusted to follow through on actions and operational commitments.
- Curiosity – Wants to understand why a system behaves a certain way, not merely restore it temporarily.
- Continuous Improvement Mindset – Looks for automation, better monitoring and process improvements instead of accepting repetitive manual work.

What you Have (mandatory)

- Native- level English: speaking / read / write abilities.
- Strong hands-on experience with ACS platforms and remote CPE management (TR-069/CWMP), including provisioning, parameter handling, firmware downloads and diagnostics.
- Advanced knowledge of TR-098, TR-181 data models.
- Strong Linux administration and troubleshooting skills.
- Good TCP/IP, HTTP/HTTPS, DNS, routing, NAT, firewall and load-balancer knowledge.
- Good operational understanding of MySQL or similar relational databases, including basic troubleshooting, performance and replication concepts.
- Strong ability to correlate ACS logs, CPE behavior, network traces, database state and infrastructure metrics, and comfortable using tools such as tcpdump and Wireshark.

Advantages

- Good understanding of USP (TR-369) architecture, controllers/agents, Endpoint IDs, MQTT/WebSocket/MTP concepts and coexistence with TR-069 – Advantage
- Experience planning and executing large-scale firmware upgrades, configuration changes and other mass CPE operations.
- Ability to plan pilot groups, phased rollouts, success criteria, retry mechanisms and rollback/recovery procedures.
- Ability to interpret application, infrastructure and service KPIs and identify abnormal behavior before it becomes an outage.
- Experience with Azure or another major cloud platform – Azure experience preferred.
- Familiarity with Java application servers, middleware, containers and related operational components.
- Bash, Python, PowerShell or similar scripting ability for operational automation and analysis.
- Ability to work effectively with development, cloud, database, networking and product teams.

- Requirements:

The CV must be sent in English to [email protected]

📌 Resident Engineer (México)
🏢 Friendly Technologies
📍 México