Broadpeak designs video delivery software for content providers and network service providers deploying ott and mobile services. We support customers worldwide, from simple installations to large delivery systems reaching capacities of several million simultaneous streams (sports games, series, movies).
* international headquarters in rennes (france) with branches in denver, singapore, ottawa and colleagues worldwide.
* fast‑growing global company that focuses on innovative solutions, working in an agile environment.
* core values: innovate, perform, care, transparency, easy teamwork.
* multicultural team of 300 engineers from diverse backgrounds.
what will be your main missions?
we are looking for a noc specialist to join our americas operations team in south mexico city. The noc specialist guarantees the reliability, efficiency, and security of our solutions, beyond standard monitoring.
monitoring & analysis
* operate and maintain monitoring tools (elasticsearch, grafana, prometheus).
* detect anomalies and interpret complex technical signals beyond standard os/network alerts.
incident management & customer care
* perform first‑level diagnosis and triage based on documented runbooks.
* classify events accurately and resolve or escape to l2/l3 or internal smes.
* collaborate with other escalation levels on major incidents and root cause analysis.
* prime contact for customer incoming support calls.
* provide updates on investigation progress.
reporting
* deliver operational reports (weekly/monthly) and support kpi tracking.
continuous improvement
* provide feedback and contribute to the evolution of runbooks and workflows.
* write incident documentation and maintain shift handover notes.
* maintain the customer database information up to date.
who are we looking for?
required:
* computer networking, ict or related diploma or degree.
* experience in an international customer‑facing position in a software company.
* strong knowledge of linux server environments.
* familiarity with monitoring stacks (elastic, grafana, prometheus).
* ability to perform technical triage and troubleshooting autonomously.
preferred:
* excellent communication skills in english (written and spoken).
* previous experience in a video streaming or media delivery noc environment.
* experience with cdn technologies, packaging/transcoding workflows, streaming protocols (hls, mpeg‑dash).
* knowledge of apis, syslog, snmp traps integration.
working conditions
position is onsite in our south mexico city office.
schedule (mexico city time)
* from last sunday of march to last saturday of october: 10:00 am – 07:00 pm cst
* from last sunday of october to last saturday of march: 11:00 am – 08:00 pm cst
* 7 days a week rotation 5 working days a week on average (shift‑based).
recruitment process
simple recruitment process: phone interview → technical test and interview with manager and team member → final interview in a local office. You will receive onboarding information prior to day 1 and support from hr and your manager.
we are committed to fostering diversity and inclusion within our workplace and provide equal employment opportunities to all candidates, regardless of background or abilities.
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