Key skills
Linux server administrationTroubleshooting skillsSLA-driven supportFreeSWITCH administrationSIP troubleshootingPCAP diagnosticsZabbix monitoringOpsGenie monitoringVoIP supportPriority managementWritten communicationVerbal communicationIndependent workLeadershipCommunication
About this role
Ooma is a company that empowers people to connect in smarter ways through their cloud-based platform. They are seeking an Operations Engineer to manage inbound support calls, resolve operations tickets, monitor system alerts, and ensure the healthy operation of their KAZOO system across all supported environments.
Responsibilities:
- Call Handling
- Take over inbound support calls when the support team is unable to manage call volume
- Effectively troubleshoot and manage escalated calls to resolution or appropriate escalation
- Ticket Management
- Respond to and resolve operations tickets within client SLAs
- Strive to meet or exceed SLA expectations consistently
- Ensure accurate documentation and communication within ticketing systems
- Alert Management (Zabbix & OpsGenie)
- Monitor and respond to system alerts during assigned shifts, including on-call rotations
- Meaningfully advance or resolve all alerts during each shift
- Perform root cause analysis and document findings as needed
- Operations Request Handling
- Promptly address escalated operations requests from Support, Engineering, and other departments
- Collaborate cross-functionally to ensure timely and effective resolution
- System Operations
- Ensure the continuous and healthy operation of KAZOO across all supported environments
- Monitor system performance, stability, and availability
- Proactively identify and mitigate risks to system uptime
- Updates & Maintenance
- Execute system and application updates within designated maintenance windows
- Validate system integrity post-maintenance and communicate outcomes appropriately
- Documentation
- Create documentation for new procedures
- Update outdated documentation to reflect current standards and processes
- Develop and maintain documentation for all non-standard client configurations
- Systemization & Automation
- Identify opportunities for improved systemization and automation
- Escalate automation opportunities to leadership
- Assist in developing automated solutions when requested
- Continuous Education
- Utilize available time for professional development in topics approved by management
- Stay current with emerging technologies and operational best practices relevant to the role
Requirements:
- 3+ years of Linux server administration experience
- Strong troubleshooting skills in production environments
- Experience working within SLA-driven support models
- Ability to work independently and manage priorities effectively
- Strong written and verbal communication skills
- Experience administering FreeSWITCH or Kamailio
- Experience with SIP troubleshooting and PCAP diagnostics
- Familiarity with monitoring and alerting tools such as Zabbix and OpsGenie
- Experience supporting VoIP or telecommunications platforms