- Job Type: Full-Time
- Function: Technical/Customer Support
- Industry: Enterprise
- Post Date: 03/24/2026
- Website: www.unifonic.com
- Company Address: Hamad Tower, King Fahd Branch Rd, Riyadh, Saudi Arabia, 12212
About Unifonic
Unifonic is a customer engagement platform that enables organizations to delight customers with remarkable omnichannel experiences. It streamlines conversations at every touchpoint throughout the customer journey by unifying communication channels, messaging apps, and chatbots.Job Description
Proudly recognized as a Great Place to Work®, we are a fast-growing SaaS startup transforming the way businesses communicate. Our vibrant team of 500 passionate Unifones is dedicated to delivering exceptional experiences for over 5,000 customer-focused companies.
We thrive on creativity, collaboration, and fun, where every idea is welcomed and celebrated. As shareholders in the company, we’re more than just communicators—we’re innovators shaping the future together. We are Unifones. Join us and be part of something extraordinary!
Meet the team!
At Unifonic, our Technical Operations team is dedicated to ensuring our clients have the best experience possible. Our dynamic and energetic team is the main point of contact for our customers and plays a critical role in fostering long-lasting relationships. We work closely with our clients to understand their needs and help them fully utilize our services to achieve their business goals. With a passion for customer service and a can-do attitude, you'll thrive in this fast-paced and ever-changing environment.
As a Senior Technical Operations Engineer, you will operate at the intersection of technology and client success. You will play a highly visible, client-facing role, acting as a trusted technical advisor to enterprise customers while ensuring the reliability, performance, and scalability of mission-critical SaaS services, including messaging, voice, chatbots, and platform integrations.
This role requires strong communication skills, technical depth, and the ability to confidently lead technical discussions with clients in high-impact environments.
Help us shape the future of communication by:
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Acting as the primary technical point of contact for enterprise clients.
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Leading client-facing meetings, including incident reviews, technical deep dives, integration workshops, and performance discussions.
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Translating complex technical concepts into clear, business-aligned explanations for both technical and non-technical stakeholders.
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Owning customer incidents end-to-end, providing structured updates, transparent communication, and executive-level summaries when required.
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Conducting Root Cause Analysis (RCA) sessions with clients and present findings, corrective actions, and preventive measures.
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Building strong client relationships through proactive communication and technical advisory support.
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Leading incident response efforts for mission-critical SaaS services.
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Troubleshooting complex issues across messaging, APIs, backend systems, and third-party integrations.
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Ensuring service reliability, performance, and SLA adherence.
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Designing and implementing automated health checks and alerting mechanisms for critical services.
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Contributing to continuous service improvement initiatives based on incident trends and client feedback.
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Ensuring strong service observability using tools such as OpenSearch, Grafana, and related monitoring platforms.
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Implementing telemetry, metrics, logs, and tracing strategies to provide actionable insights into platform and client service health.
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Analyzing operational data to identify risks, performance bottlenecks, and optimization opportunities.
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Developing and maintaining scripts (Python, Bash, etc.) to automate operational and support processes.
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Improving internal operational workflows and tooling to enhance efficiency and reduce incident recurrence.
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Collaborating closely with Engineering and Product teams to improve service quality and operational capabilities.
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Leading small to mid-sized technical operations projects, ensuring clear scope definition, cross-functional alignment, and timely delivery.
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Driving operational improvements that directly enhance client experience and service stability.
Job requirements
What you'll bring:
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4–6 years of experience in Technical Operations, Senior Technical Support, or similar client-facing technical roles.
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Strong experience working directly with enterprise clients in a consultative or advisory capacity.
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Proven ability to lead technical meetings, incident bridges, and post-incident reviews with confidence.
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Excellent communication skills — both verbal and written — with the ability to tailor messaging to different audiences.
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Strong Linux system knowledge and understanding of networking fundamentals.
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Experience with observability platforms such as OpenSearch, Grafana, or similar tools.
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Solid working knowledge of relational databases for diagnostics and support.
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Strong troubleshooting and analytical skills with operational awareness.
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Scripting experience (Python, Bash, etc.) for automation and process improvement.
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Good understanding of APIs, SaaS architectures, and integration workflows.
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Experience with cloud platforms such as AWS or Oracle Cloud Infrastructure (OCI).
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Ability to remain composed and structured during high-pressure situations.
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Familiarity with AI tools and technologies (such as Generative AI, automation assistants, or AI-driven observability) is considered a strong advantage, particularly in leveraging AI to enhance troubleshooting efficiency, operational automation, client insights, and service reliability.
As a Unifone you’ll receive a range of benefits:
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Competitive salary and bonus
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Unifonic share scheme (we are all owners!)
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30 holiday days after the first anniversary
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Your Birthday off!
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Spend up to 25 days per year working from anywhere in the world!
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Paid leave and assistance for new parents