Definity is adding an experienced NOC Support Enginer. We are continuously expanding our team to support innovative, high-impact projects. This is a fully remote position. This role requires participation in a 24/7 support rotation, including overnight shifts, weekends, and holidays as needed.
What you’ll do
- Act as the first responder for incoming alerts; monitor, classify, and triage incidents by severity following established runbooks.
- Manage on-call schedules and escalation workflows through Opsgenie.
- Escalate incidents to Dev, DBA, or SRE teams with clear, structured context to minimize resolution time.
- Coordinate active incidents in FireHydrant and keep stakeholders informed via Slack throughout the lifecycle.
- Conduct shift handovers and daily system health checks, ensuring continuity across time zones.
- Resolve support tickets within established SLAs and document outcomes in Jira and Zendesk.
- Keep runbooks, incident records, and internal documentation accurate and up to date.
What we’re looking for
- Tier-1 technical support experience, including participation in a 24/7 on-call rotation.
- Hands-on experience with monitoring and alerting tools: Datadog, Site24x7, Opsgenie or PagerDuty.
- Experience with ticketing systems: Jira and Zendesk.
- Solid understanding of ITIL incident management principles (triage, escalation, SLA tracking).
- Working knowledge of cloud environments: AWS, Azure, or Apigee.
- Familiarity with log management tools: ELK Stack or Splunk.
- Awareness of security monitoring platforms such as Lacework or CrowdStrike (monitoring mode).
- Advanced English. Strong written and spoken communication is non-negotiable for this role.