Network Operations Analyst

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