NOC Support Engineer

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.

Requirements

• 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.

Nice to have:

• Okta identity and access management familiarity.
• Shell scripting skills.
• SQL or Oracle database basics.
• Experience with FireHydrant or Slack for incident coordination.

Main Activities

• 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.

Education

• Bachelor's degree in Computer Science, Information Systems, or a related field or equivalent practical experience.

About Definity

Founded in Monterrey, Mexico, Definity is a nearshore technology partner specializing in custom digital solutions, AI innovation, and business applications. With over two decades of expertise and a strong focus on client success, Definity empowers organizations worldwide to achieve real business results through modern technology.

Definity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, veteran status, or disability status.