NOC Engineer, Axon 911

Axon•New York, NY

6d•$80,000 - $90,000•Hybrid

About The Position

The NOC Engineer reports to the NOC Manager and needs to have understanding of technical knowledge as well as a strategic mindset to enhance overall operational efficiency and deliver superior emergency collaboration technologies. Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most. 911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job—it means helping shape the future of emergency response and building a safer, more connected world.

Requirements

Demonstrated hands-on expertise in monitoring technologies and proficient troubleshooting in a Production environment.
Minimum 3 years of experience as a NOC Engineer in a SaaS company.
Proven ability to design and implement advanced monitoring systems for early detection and resolution of service issues in SaaS/Web environments, ensuring optimal service availability (Using platforms like Datadog, Kibana, Grafana, Coralogix or similar).
Ability to create, maintain and optimize technical documentation, customer facing strategies and customer support complex methodologies.
Exceptional problem-solving skills and a high sense of urgency for issue escalation and resolution.
Strong interpersonal skills, with the ability to build relationships across departments and with partners.
Experience in advanced cloud services.
In-depth knowledge with VoIP, SQL databases, and scripting languages.
Experience with cross platforms integrations.
Background in user testing/QA flows
Demonstrating Customer Success Strategies.

Responsibilities

Direct hands-on activity in resolving complex technical issues and maintaining the organization's infrastructure stability.
Demonstrate advanced troubleshooting techniques and problem-solving skills in a SaaS/Web Production environment.
Troubleshoot, enhance service reliability, and lead technology teams towards continuous infrastructure improvement with innovative solutions.
Responsible for the recruitment, training, and development of the NOC Engineers Team.
Drive the team to exceed KPIs related to issue resolution quality, customer satisfaction, and operational efficiency.
Handle escalations and manage multi-level support coordination.
Ensure swift resolution of incidents, maintaining high customer satisfaction.
Define, implement, and enforce essential policies such as configuration and change management to uphold network integrity.
Facilitate cross-departmental meetings and engage with Carbyne's customers, promoting a culture of transparency and customer-first ethos.