Operations Engineer - Ireland (Contract)
Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.
We are looking for an Operations Engineer to help maintain and support the reliability of our KAZOO platform. In this role, you’ll work closely with Support and Engineering teams to monitor systems, respond to alerts, troubleshoot issues, and ensure our services remain stable and available for our clients.
This is a hands-on role suited for someone who enjoys problem-solving, system reliability, and working in production environments.
Work Schedule: Thursday – Sunday, 7:00 AM – 5:00 PM GMT
Location: Candidates must currently reside in Ireland.
(A separate posting is available for candidates in the UK and the Philippines.)
What You'll Do
Support & Incident Response
- Assist with inbound support calls when call volume exceeds Support team capacity.
- Troubleshoot escalated technical issues and drive them to resolution or appropriate escalation.
- Respond to and resolve operations tickets within defined client SLAs.
- Maintain clear and accurate documentation within ticketing systems.
Monitoring & Alert Management
- Monitor system alerts using tools such as Zabbix and OpsGenie during assigned shifts and on-call rotations.
- Investigate alerts and work toward meaningful progress or resolution during each shift.
- Perform root cause analysis and document findings when incidents occur.
System Reliability & Operations
- Help ensure the continuous, healthy operation of the KAZOO platform across supported environments.
- Monitor system performance, stability, and availability.
- Identify potential risks and proactively work to prevent service disruptions.
Maintenance & Updates
- Perform system and application updates during scheduled maintenance windows.
- Validate system functionality after updates and communicate results to the appropriate teams.
Documentation
- Create documentation for new procedures and operational workflows.
- Update existing documentation to reflect current processes and standards.
- Maintain documentation for non-standard client configurations.
Automation & Process Improvement
- Identify opportunities to improve automation and operational efficiency.
- Share automation ideas with leadership and assist in implementing solutions when requested.
Continuous Learning
- Use available time to expand your knowledge in technologies relevant to the role.
- Stay current with operational best practices and emerging technologies.
Experience We're Looking For:
Required
- 3+ years of Linux server administration experience
- Strong troubleshooting skills in production environments
- Experience working within SLA-driven support models
- Ability to work independently and prioritize effectively
- Excellent written and verbal communication skills
Preferred
- Experience administering FreeSWITCH or Kamailio
- Experience with SIP troubleshooting and PCAP analysis
- Familiarity with monitoring tools such as Zabbix and OpsGenie
- Experience supporting VoIP or telecommunications platforms
