Network Operations Center Technician

Reports to: NOC/Support Manager | Location: Tulsa, OK | Type: Full-time | Schedule: M-F 9-6, Some On-Call | Salary Range: $50,000 – 60,000 NOC Technician — emerie.ai Reports to: NOC/Support Manager | Location: Tulsa, OK | Type: Full-time | Schedule: M-F 9-6, Some On-Call | Salary Range: $50,000 – 60,000 About emerie.ai emerie.ai delivers AI-powered voice and chat solutions that banks and credit unions offer their customers for account information and transaction access. We sit at the intersection of financial services and applied AI — which means our support team needs to be as sharp technically as they are with clients. The Role The NOC Technician is the frontline owner of every support request — triaging, resolving, escalating, and documenting end to end. This isn't a ticket-passing role. We're looking for someone who takes genuine ownership of problems, digs into root cause before handing anything off, and communicates like a professional in every interaction, even when a client is frustrated or an issue is unresolved. What You'll Do · Triage & Resolve: Serve as first responder for inbound requests and platform alerts; log tickets with full context and own them through resolution or escalation

• Client Communication: Deliver clear, professional updates and resolution confirmations to clients; maintain user-facing product documentation
• Diagnose & Document: Perform root-cause troubleshooting before escalating or closing; follow and help improve internal runbooks
• Coordinate Across Teams: Escalate to the appropriate team with full context when needed; track related work items and keep clients informed on progress
• Use AI Daily: Apply AI tools to support research, troubleshooting, and daily workflows
• Know the Ecosystem: Maintain working knowledge of our systems and products to understand how issues impact clients

What We're Looking For ·Experience in technical support, help desk, or a NOC environment — fintech or SaaS background preferred

• Comfort working alongside a structured, ticket-driven development process
• Strong customer service instincts: professional, patient, and polished in every client interaction, spoken or written
• Strong written and verbal communication skills for both internal escalation and direct client interaction
• Genuine day-to-day comfort with AI tools — not just familiarity with the concept
• A self-directed, ownership mentality — comfortable being the one accountable for getting an issue resolved

Requirements ·High school diploma required; Associate's/Bachelor's in IT, CS, or related field preferred

• 1–3 years in a NOC, help desk, or technical support role
• Must be authorized to work in the U.S. without sponsorship
• Some on-call work after-hours and over weekends will be required
• Pre-employment background and credit check, immigration status and drug screening

Benefits ·Medical, Dental and Vision insurances offered.

• Paid time off includes 10 paid holidays plus vacation that increases with tenure.
• In office work preferred, remote flexibility negotiable
• Work laptop provided, monthly stipend for phone, internet and gym

How to Apply Contact the NOC Manager Kyle Mullen-Hall at View email address on click.appcast.io with your resume. #J-18808-Ljbffr emerie.ai