Software Service Technician

Role Description

The Nex Gen Core Services (NGCS) Operations Support team ensures that each emergency call, voice, SMS, and multimedia is transmitted correctly through paired Data Centers onto the Emergency Services IP Network (ESInet) and delivered to the correct Public Safety Answering Point (PSAP) with accurate ANI and ALI information.

Position is open to all remote candidates based in the US. Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

• Resolve technical issues and escalations from the Network and Security Operation Center (NSOC) or directly from system monitoring tools and third‑party vendors.
• Conduct upgrades, patches, and firmware updates across the hardware platform (routers, switches, firewalls, servers).
• Test backups and failovers.
• Identify Best Practices, conduct Lessons Learned, and update system‑level documentation.
• End‑to‑end troubleshooting of 911 packet data between the Data Center and the PSAP via the ESI network.
• Respond to alarms and escalations from NSOC and/or directly from the monitoring tools.
• Update and own tickets through closure.
• Work with internal resources to conduct system audits and optimization.
• Generate templates, FAQs, or Knowledge Base articles for frequently reported issues/alarms.
• Participate in 24×7×365 on‑call rotation.
• Coordinate with all parties to conduct upgrades, patches, backups, failovers, and hardware upgrades.
• Document changes and present to the Change Control Board for approval and execution.
• Proactively monitor Data Centers.

• Bachelor of Science degree in Computer Science, Computer Engineering, Information Systems, software engineering, or related field.
• Certifications in routing, switching, & network security are desired.
• Experience supporting complex end‑to‑end network solutions in a Mission Critical environment.
• Knowledge of communication protocols, client‑server architectures, computer networking technologies, network security solutions, and software integration.
• In‑depth knowledge of networking protocols, system calls, TCP/IP stack, and OSI model.
• Experience with Firewalls, Load Balancers, DNS, Switches, and Routers; preferably Cisco and Fortinet.
• Experience with Server Virtualization, specifically with VMWare ESXi v.6+ and/or Microsoft Hyper‑V 2012+.
• Experience with Database Servers, specifically with Microsoft SQL Server 2008 R2/2012/2017.
• Knowledge of KVM, Docker, Open Stack, Linux, Windows Server 2008 R2/2012/2016, VMware ESXi v.6+, Microsoft Hyper‑V 2012+, Red Hat, Active Directory, Network Policy, and Power Shell a plus.
• Strong problem‑solving skills, analytical abilities, and ability to deliver on time.
• Able to multitask effectively in fast‑paced, demanding mission‑critical environments.

• High school diploma or equivalent.
• 5+ years of experience supporting complex end‑to‑end network solutions in a Mission Critical environment.
• Experience with Firewalls, Load Balancers, DNS, Switches, and Routers.

• Incentive Bonus Plans.
• Medical, Dental, Vision benefits.
• 401K.
• 10 Paid Holidays.
• Generous Paid Time Off Packages.
• Employee Stock Purchase Plan.
• Paid Parental & Family Leave.
• And more!