NOC Engineer, Axon 911

About the role

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most.

Responsibilities

• Hands-on: Direct hands-on activity in resolving complex technical issues and maintaining the organization's infrastructure stability.
• Demonstrate advanced troubleshooting techniques and problem-solving skills in a SaaS/Web Production environment.
• Strategically lead technology teams towards continuous infrastructure improvement with innovative solutions.
• Recruit, train, and develop the NOC Engineers Team.
• Drive the team to exceed KPIs related to issue resolution quality, customer satisfaction, and operational efficiency.
• Handle escalations and manage multi-level support coordination to ensure swift resolution of incidents, maintaining high customer satisfaction.
• Define, implement, and enforce essential policies such as configuration and change management to uphold network integrity.
• Facilitate cross-departmental meetings and engage with Carbyne's customers, promoting a culture of transparency and customer-first ethos.

Requirements

• Demonstrated hands-on expertise in monitoring technologies and proficient troubleshooting in a Production environment.
• Minimum 3 years of experience as a NOC Engineer in a SaaS company, and at least 2 years as a NOC Manager.
• Proven ability to design and implement advanced monitoring systems for early detection and resolution of service issues in SaaS/Web environments, ensuring optimal service availability (Using platforms like Datadog, Kibana, Grafana, Coralogix or similar).
• Ability to create, maintain and optimize technical documentation, customer facing strategies and customer support complex methodologies.
• Exceptional problem-solving skills and a high sense of urgency for issue escalation and resolution.
• Strong interpersonal skills, with the ability to build relationships across departments and with partners.
• Ability to work flexible hours (as required) to accommodate off hours activities (e.g., infrastructure deployments), project deadlines, and team collaboration needs.
• Experience in advanced cloud services.
• In-depth knowledge with VoIP, SQL databases, and scripting languages.
• Experience with cross platforms integrations.
• Background in user testing/QA flows.
• Experience in Customer Success Strategies.

Qualifications

• Must have a minimum of a bachelor's degree in Computer Science, Information Technology, or a related field.
• Must have a valid driver's license and be able to pass a background check.
• Must be legally eligible to work in the United States.

Skills

• Technical knowledge and strategic mindset.
• Advanced troubleshooting and problem-solving skills.
• Leadership and management abilities.
• Customer service and relationship-building skills.
• Flexibility and adaptability to work shifts.

Benefits

Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
Medical, Dental, Vision plans
Fitness Programs
Emotional & Mental Wellness support
Learning & Development programs
Employee Resource Groups (ERGs)

Pay

$80,000 USD - $90,000 USD

Schedule

4-5 days a week, overnight hours between 9:00 PM ET to 8:00 AM ET