Who we are:
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
Position Summary:
The Network Data Analyst plays a critical role in analyzing and optimizing network performance, identifying service-impacting trends, and proactively detecting network anomalies. This role is responsible for real-time network monitoring, deep data analysis, root cause investigations (RCA), and reporting on performance trends. The analyst will work with large datasets, VoIP/SIP traffic, network latency metrics, system logs, and incident patterns to ensure optimal network stability and service quality.
This is a Remote/Work from Home position reporting to the Sr. IT Manager
What you will do:
- Monitor network traffic, VoIP/SIP signaling, latency, jitter, and packet loss to detect anomalies and ensure service reliability.
- Analyze call platform data, dropped call rates, connection failures, and network congestion trends to improve overall service quality.
- Utilize tools like Datadog, Wireshark, Splunk, and Power BI to identify network inefficiencies and recommend optimizations.
- Proactively search for patterns in large datasets, correlating logs and performance metrics to uncover hidden issues.
- Investigate historical network incidents, VoIP/SIP errors, and system downtime logs to detect recurring trends.
- Compile post-incident RCA reports, highlighting key problem areas and recommending corrective actions.
- Work with IT Operations, DevOps, and Network Engineers to troubleshoot service-impacting issues and improve stability.
- Provide data-backed insights into failed connections, call routing problems, and service degradation factors.
- Configure and fine-tune network monitoring alerts to enhance real-time detection of service disruptions.
- Reduce false positives by refining alert thresholds based on real-world performance data.
- Identify new monitoring points by analyzing failure patterns and customer-reported issues.
- Work with AI-driven analytics tools to proactively detect service degradation before it impacts customers.
- Develop real-time dashboards for tracking network latency fluctuations, call connection rates, and system uptime.
- Utilize Power BI, Tableau, or Datadog to create performance trend reports and visual analytics for IT leadership.
- Present findings and recommendations to senior leadership, customer support, and compliance teams.
- Maintain detailed documentation of analysis processes, incident reports, and RCA findings
The kind of people we look for:
- Versatile people who thrive on variety and challenge
- Excited about working in a fast-paced environment
- Innate problem solvers who want to grow in a flexible, collaborative culture
- Takes initiative, pushes boundaries, motivated to innovate
- Talented individuals with a growth mindset who want to use their learning and relationship-building skills
- Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality
Qualifications:
- 3+ years of experience in network analysis, data analytics, or IT performance monitoring.
- Strong ability to analyze large datasets, detect trends, and provide actionable insights.
- Experience with SQL, Excel, Power BI, Tableau, or other data visualization tools.
- Ability to interpret network performance data, VoIP call logs, and SIP signaling reports.
- Experience with Datadog, Wireshark, Splunk, Grafana, or other network monitoring tools preferred.
- Knowledge of VoIP, SIP trunking, and telecom infrastructure preferred.
- Exposure to network operations, IT service management, or telecom network analysis.
- Familiarity with ITIL, ITSM, or incident management frameworks preferred.
- Experience working with telecom carriers, VoIP providers, or network engineering teams preferred.
- Excellent verbal and written communication skills, presentation, and problem-solving skills.
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
- Ability to work collaboratively with colleagues and staff to create high-quality results-driven,team-oriented environment.
- Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
- Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)
Physical Demands:
Employees may experience the following physical demands for extended periods of time:
- Sitting, standing, and walking (95-100%)
- Keyboarding (40-60%)
- Viewing computer monitor, tablet and cell phone screen requiring close vision (95-100%)
Work Environment:
100% Remote: Work environment is at home.
Compensation:
$87,000 - $97,000/yr prospectively with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.
