Want to be a part of something special?
Our team is the heartbeat of our company. We believe in nurturing talent and fostering growth. Join us to shape the future together.
Our Values
Think big
We believe anything is possible, because it is. We set ambitious goals and then we leverage our unlimited potential to achieve and surpass them.
Act fast
The faster we act, the faster we advance, the faster we grow. Sure, we’ll make some mistakes along the way, but that’s one of the most powerful ways to learn.
Make an impact
Our actions speak louder than words. We always strive to make a positive impact in everything we do, both within our organization and beyond.
Embrace change
The world is evolving at lightning speed and we are ready for it. We know that embracing change is the only way to create innovation and set the path for continued growth.
Own it
We are all shareholders who put the needs of the business ahead of our own. We are accountable for our actions and the pride we take in what we do, leads to shared success.
Love our customers
Our customers are everything to us. We constantly seek to understand them better so that we can anticipate their needs and help them deliver value to those who depend on them.
Be transparent
We are transparent in how we think and operate, and we crave feedback to improve. As Unifones, we are focused on open collaboration that results in higher respect and deeper trust.
Why work with Unifonic?
Flexible environment
Options for flexible working hours, remote work, and maintaining a healthy work-life balance.
Professional career growth opportunities
We provide a clear path for advancement and professional development.
Every Unifone is an owner
We provide opportunities for employees to participate in ownership through stock options.
Fair Bonus System
A transparent and equitable bonus system based on the company performance.
Unifonic in numbers
A little bit about us
Unifonic is a leading customer engagement platform and Software-as-a-Service (SaaS) provider based in the Middle East. We use conversational AI technology to streamline omnichannel communication and revolutionize business customer experiences.
Our solutions empower organizations to manage all their customer communication channels from a single platform, including text, voice, WhatsApp, and web. This helps businesses to create stronger customer relationships while minimizing communication infrastructure costs.
With proven expertise in serving emerging markets since 2006, Unifonic safely handles over 10 billion annual transactions for millions of recipients across 160 countries. Our commitment to service excellence is backed by a local corporate presence in six countries and a dedicated team of over 400 professionals serving clients 24/7.
The hiring process
Here's what to expect along the way.
1. Meet the Talent Acquisition Team
The Talent Acquisition team conducts the initial technical and cultural assessment through phone/video calls and provides you with all the information about our company's perks and benefits.
2. Meet your team
After the initial call, you will have a meeting with the technical team to discuss the role’s responsibilities, goals, and expectations from both sides. This is an opportunity to ask any questions you may have.
3. Technical Assignment
At this stage, the Talent Acquisition team provides you with a mini-assignment and a timeline for delivery based on the role you are being considered for.
4. You're Hired
After carefully evaluating the assignment you submitted, the Talent Acquisition team presents a job offer. If all goes well, we extend congratulations on your successful hiring.
The hiring process
Here's what to expect along the way.
-
1. Meet the Talent Acquisition Team
The Talent Acquisition team conducts the initial technical and cultural assessment through phone/video calls and provides you with all the information about our company's perks and benefits.
-
2. Meet your team
After the initial call, you will have a meeting with the technical team to discuss the role’s responsibilities, goals, and expectations from both sides. This is an opportunity to ask any questions you may have.
-
3. Technical Assignment
At this stage, the Talent Acquisition team provides you with a mini-assignment and a timeline for delivery based on the role you are being considered for.
-
4. You're Hired
After carefully evaluating the assignment you submitted, the Talent Acquisition team presents a job offer. If all goes well, we extend congratulations on your successful hiring.
Senior Technical Operations Engineer
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:
Acting as the primary technical point of contact for enterprise clients.
Leading client-facing meetings, including incident reviews, technical deep dives, integration workshops, and performance discussions.
Translating complex technical concepts into clear, business-aligned explanations for both technical and non-technical stakeholders.
Owning customer incidents end-to-end, providing structured updates, transparent communication, and executive-level summaries when required.
Conducting Root Cause Analysis (RCA) sessions with clients and present findings, corrective actions, and preventive measures.
Building strong client relationships through proactive communication and technical advisory support.
Leading incident response efforts for mission-critical SaaS services.
Troubleshooting complex issues across messaging, APIs, backend systems, and third-party integrations.
Ensuring service reliability, performance, and SLA adherence.
Designing and implementing automated health checks and alerting mechanisms for critical services.
Contributing to continuous service improvement initiatives based on incident trends and client feedback.
Ensuring strong service observability using tools such as OpenSearch, Grafana, and related monitoring platforms.
Implementing telemetry, metrics, logs, and tracing strategies to provide actionable insights into platform and client service health.
Analyzing operational data to identify risks, performance bottlenecks, and optimization opportunities.
Developing and maintaining scripts (Python, Bash, etc.) to automate operational and support processes.
Improving internal operational workflows and tooling to enhance efficiency and reduce incident recurrence.
Collaborating closely with Engineering and Product teams to improve service quality and operational capabilities.
Leading small to mid-sized technical operations projects, ensuring clear scope definition, cross-functional alignment, and timely delivery.
Driving operational improvements that directly enhance client experience and service stability.
Job requirements
What you'll bring:
4–6 years of experience in Technical Operations, Senior Technical Support, or similar client-facing technical roles.
Strong experience working directly with enterprise clients in a consultative or advisory capacity.
Proven ability to lead technical meetings, incident bridges, and post-incident reviews with confidence.
Excellent communication skills — both verbal and written — with the ability to tailor messaging to different audiences.
Strong Linux system knowledge and understanding of networking fundamentals.
Experience with observability platforms such as OpenSearch, Grafana, or similar tools.
Solid working knowledge of relational databases for diagnostics and support.
Strong troubleshooting and analytical skills with operational awareness.
Scripting experience (Python, Bash, etc.) for automation and process improvement.
Good understanding of APIs, SaaS architectures, and integration workflows.
Experience with cloud platforms such as AWS or Oracle Cloud Infrastructure (OCI).
Ability to remain composed and structured during high-pressure situations.
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:
Competitive salary and bonus
Unifonic share scheme (we are all owners!)
30 holiday days after the first anniversary
Your Birthday off!
Spend up to 25 days per year working from anywhere in the world!
Paid leave and assistance for new parents
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