NOC Analyst

Plume•Austin, TX

3d•$65,000 - $75,500•Remote

About The Position

At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Which is why we’ve built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale. We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We’re expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data. With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can’t do it exceptionally well, we don’t do it. It’s how we've assembled a team of world-class builders, thinkers, and doers. And it’s how we’re reinventing what’s possible every day. Plume NOC Analyst Plume’s Technical Operations team is looking for talented and ambitious NOC Analysts to be part of a global 24x7x365 NOC/SOC operation that is focused on monitoring and supporting Plume’s customers as well as internal systems, services, and applications to provide timely resolutions to technical issues. You'll collaborate closely with highly skilled engineers from our team, striving to deliver flawless support and powerful solutions to our global customers. We are looking for passionate people who possess technical expertise, excellent troubleshooting experience, outstanding customer service and communication skills.

Requirements

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

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.