Overview

Plume’s Technical Operations team is looking for talented and ambitious NOC Analysts to be part of a global 24x7x365 NOC/SOC operation that is focused on monitoring and supporting Plume’s customers as well as internal systems, services, and applications to provide timely resolutions to technical issues. Youll collaborate closely with highly skilled engineers from our team, striving to deliver flawless support and powerful solutions to our global customers. We are looking for passionate people who possess technical expertise, excellent troubleshooting experience, outstanding customer service and communication skills.

What You’ll Do

• Triage, route, and respond to cases opened by Plume customers and employees.
• Monitor the Plume platform to ensure adherence to SLAs.
• Execute MOPs, runbooks, or playbooks to remediate issues.
• Use available tools to investigate and troubleshoot technical issues.
• Work closely with operations and engineering teams; escalating issues as required.
• Provide the best experience possible for Plume customers.
• Manage workload to ensure that all customer issues are resolved in a timely manner.
• Write new and improve existing documentation.
• Provide feedback to improve productquality/functionality.
• Shifts may include standard business hours and off-hours oncall.
• Contribute to the development and refinement of NOC processes and procedures to enhance efficiency and effectiveness.
• Work with NOC staff in other global regions to perform detailed handoff of critical issues.

What You’ll Bring

• Hands on technical experience in at least one of: Linux | Cloud | Networking | WiFi
• Experience using tools such as Jira, Confluence, Slack, Grafana, Kibana.
• Strong critical thinking and problem solving abilities paired with a methodical approach to troubleshooting.
• Ability to analyze system diagnostics and clearly articulate the issue for the customer
• A strong desire to continuously learn and grow.
• Willingness to collaborate with and help your teammates.
• Strong communication and collaboration skills
• BS degree in a STEM field or relevant professional experience

About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world’s largest such as Comcast, Charter, Liberty Global, and J:COM. Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume’s software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture. Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Consumer Services