Noc engineer – mexico city(noc, vod, grafana, prometheus, video streaming, cdn)role overviewwe are looking for a noc engineer to join our americas operations team in mexico city. You will ensure the reliability, efficiency, and security of our video-streaming solutions by performing real-time event detection, analysis, and troubleshooting across a complex and fast-moving ecosystem. This role requires autonomy, strong technical judgment, and effective collaboration with both customers and internal teams.key responsibilitiesmonitoring & analysisoperate and maintain monitoring tools (elasticsearch, grafana, prometheus).detect anomalies and interpret signals beyond standard os/network alerts.incident management & customer supportperform first-level diagnosis and triage using documented runbooks.classify incidents, resolve where possible, or escalate to l2/l3 or smes.support major incidents and contribute to root-cause investigations.act as the primary contact for customer support calls.provide regular updates on incident progress.reportingproduce weekly and monthly operational reports.support kpi tracking and analysis.continuous improvementcontribute to updates of runbooks and operational workflows.document incidents and maintain accurate shift-handover notes.keep customer database information up to date.required skills & experiencedegree or diploma in computer networking, ict, or a related technical field.previous international customer-facing experience in a software company.strong knowledge of linux server environments.experience with monitoring stacks (elastic, grafana, prometheus).ability to independently perform technical triage and troubleshooting.excellent english communication skills (written and spoken).preferred qualificationsexperience in a video-streaming or media-delivery noc environment.knowledge of cdn technologies, packaging/transcoding workflows, and streaming protocols (hls, mpeg-dash).familiarity with apis, syslog, and snmp traps.working conditionsbased in south mexico cityshift schedule (mexico city time):late march → late october: 10:00–19:00 cstlate october → late march: 11:00–20:00 cst7-day rotation; average 5 working days per week.