Lead NOC Engineer

This is a hands-on technical role with a quality remit. You'll be working with APIs, dashboards, and logs every day, while helping the wider team resolve issues well and improving the documentation and AI knowledge base they rely on.

Responsibilities:

• Work support tickets and investigations alongside the team, monitoring fleet and platform performance via QuickSight and Kibana, troubleshooting API and integration issues, and responding to DevOps alerts.
• Ensure quality across the queue by reviewing resolutions and helping the team hold a high standard for response and resolution.
• Be the API expert on the team, with deep knowledge of the VROMO APIs, able to handle integration queries from the enterprise brands and support partner onboarding.
• Review AI agent responses and escalations, and help improve the knowledge base based on what you're seeing in real queries.
• Contribute to improving runbooks, SOPs, and troubleshooting documentation as new issue types emerge.
• Compile and send a weekly report to VROMO covering ticket volumes, resolution performance, escalations, and issues carried over.
• Escalate to VROMO engineering with clear, well-documented summaries of what was checked, what was found, and what action is needed.
• Participate in testing new platform features to stay close to the product and catch issues before they go live.

Requirements:

• 4+ years in technical support, NOC, or similar technical roles.
• Strong hands-on API skills: reading documentation, making requests in Postman, interpreting responses, and troubleshooting integration issues with confidence.
• Experienced with logs, monitoring dashboards, and methodical end-to-end investigation.
• Excellent written English, able to produce clear reports and communicate with engineers, enterprise brands, and partners.
• A resolver's mindset: you fix things rather than pass them on, and you dig into unfamiliar problems.
• Comfortable working with and guiding others on technical approach without formal management responsibility.
• Able to work independently and stay organised.

Nice to Have:

• Familiarity with QuickSight, Kibana, Grafana, or similar monitoring tools.
• Experience with ticketing systems (Jira, Zendesk, Freshdesk, or similar).
• Exposure to DevOps concepts, error rates, service degradation, and deployment pipelines.
• Background supporting SaaS platforms, logistics/delivery software, or integration-heavy products.