• Be the senior-level escalation point for high-priority incidents across security, network, systems, and cloud domains. • Lead investigations and refine monitoring and detection strategies. • Mentor SNOC Engineer I and II team members: coach, guide, and empower them. • Collaborate with clients and leadership to ensure operational readiness and security compliance. • Represent SNOC in client escalations and leadership discussions. • Serve as SME for cloud infrastructure monitoring, reliability, and optimization. • Lead response efforts for high-impact cloud incidents. • Design and tune cloud observability solutions (dashboards, alerting thresholds, integrations). • Implement advanced automation for monitoring, scaling, and recovery processes. • Advise on cloud security, compliance, and operational readiness. • Represent cloud operations in client and leadership discussions during escalations.

• Manipulates network traffic, facilitates cleaning, repairs, and replacement of company-owned fiber, transport, Optical, and Access Equipment. • Plans and executes network maintenance tasks. • Takes and responds to network-related Incidents, tasks, Cross channel escalations and email requests. • Answers questions regarding fiber optic problems, updates trouble tickets, accomplishes break-fix action, and schedules maintenance activities. • Performs proactive audits to identify potential network performance problems. • Acts as NOC Tier 2 receiving and acting on escalations from Enterprise Service Operations, NOC Monitoring and Sales. • Obtains status, engages in testing, troubleshoots fiber transport with local systems and transport vendors on basic - Advanced Optical, Core and Transport.

• Monitor and manage multi-vendor network environments, ensuring high availability of fiber and IP transport services. • Lead triage and advanced troubleshooting of complex network events, identifying root causes and driving quick resolution. • Coordinate escalations with internal engineering, field operations, and external vendors. • Manage network fault isolation, configuration, and maintenance of routers, switches, and optical systems. • Conduct proactive network performance analysis, capacity planning, and optimization. • Provide Tier III technical support to internal teams: mentor Tier I/II NOC personnel. • Oversee change management, upgrades, and maintenance windows to minimize service impact. • Maintain detailed documentation, runbooks, and process improvements for network operations. • Ensure SLA adherence, service availability, and MTTR targets are consistently achieved.

We’re always looking to connect with mission-driven people who are passionate about expanding access to youth mental health support. If you don’t see an open role that aligns with your skills just yet, we invite you to join Kooth’s Talent Network. By joining, you’ll stay on our radar for future opportunities across our U.S. and UK teams - from partnerships and delivery to product, clinical operations, marketing, and more. As we continue to grow, we regularly review our talent network to identify strong potential matches. If you’re inspired by our mission and want to be part of building something meaningful, we’d love to stay connected. Benefits What You’ll Get: Kooth offers a competitive base salary, employee equity program, and comprehensive benefits including: Excellent Medical, Dental, and Vision Coverage Long-Term Incentive Plan (LTIP) 401(K) Retirement Plan with company match Generous Paid Time Off Remote-first flexibility and work-from-home support Paid parental leave Learning & development opportunities 8 Paid Holidays, plus two half-day holidays (Christmas Eve and New Year’s Eve) Equal Employment Opportunity: Kooth is committed to creating an inclusive workplace and provides equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. All employment decisions are based on merit, qualifications, and business needs.