TextNow is hiring a
Network Operations Analyst, Remote - Canada, United States
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Summary
TextNow is seeking a Network Operations Analyst to maintain the stability and reliability of their calling & messaging services. The role involves issue resolution, troubleshooting, monitoring & observability, vendor coordination, cross-team collaboration, development collaboration, documentation & reporting. Required education: Bachelor’s degree in Computer Science or related field. Required experience: Proven network operations or system administration experience. Required skills: Strong problem-solving and analytical skills, excellent communication and collaboration abilities, ability to manage multiple tasks, strong understanding of IP networking principles.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience
- Proven experience in network operations, system administration, or a similar role, demonstrating a strong background in maintaining and troubleshooting complex systems
- Familiarity with troubleshooting RESTful and gRPC APIs
- Hands-on experience with cloud monitoring services such as DataDog
- Proficiency in SQL, Excel, Elastic Search
- Experience analyzing large volumes of data to uncover issues and trends
- Experience using tools like HOMER/heplify, tcpdump, Postman, curl, etc
Responsibilities
- Manage and resolve escalations from customer support by using a range of vendor tools and internal monitoring systems
- Perform detailed diagnostics to identify the root cause of issues, ensuring timely and effective resolution to maintain service reliability and customer satisfaction
- Diagnose and report issues related to both our API and frontend application
- Employ cloud monitoring services, such as DataDog, to continuously track the health and performance of our systems
- Collaborate with engineers to design and implement advanced observability tools, providing comprehensive insights into system health and facilitating proactive issue detection and resolution
- Handle escalations from our vendor partners by creating and managing tickets in their respective portals
- Work in close coordination with the trust and safety team to investigate and resolve escalations, ensuring secure and reliable operations
- Partner with the development team to identify, troubleshoot, and resolve complex issues impacting the backend messaging and calling systems
Preferred Qualifications
- Experience in telecommunications or a similar industry
- Knowledge of backend systems, networking and telecommunication protocols like SIP, SMPP, MMS or RCS
- Familiarity with VoIP systems
- Proficiency in scripting languages like Python, etc
Benefits
- Strong work life blend
- Flexible work arrangements (wfh, remote, or access to one of our office spaces)
- Employee Stock Options
- Unlimited vacation
- Competitive pay and benefits
- Parental leave
- Benefits for both physical and mental well being (wellness credit and L&D credit)
- We travel a few times a year for various team events, company wide off-sites, and more
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