[Remote] NOC Analyst

Note: The job is a remote job and is open to candidates in USA. Plume is seeking talented and ambitious NOC Analysts to join their Technical Operations team in a global 24x7x365 NOC/SOC operation. The role involves monitoring and supporting customers and internal systems, troubleshooting technical issues, and collaborating with engineering teams to enhance customer experience.

Responsibilities

• 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 product quality/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

Skills

• 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

Benefits

• Bonus
• Equity
• Benefits
• 401K plan and a company match
• Basic life insurance
• Unparalleled health, dental, vision and other benefits and perks

Company Overview

Company H1B Sponsorship