About The Role

We are looking for a proactive and technically strong Application, Network & Cloud Support Engineer to join our NOC team within the Infra Department.

In this role, you will serve as a key escalation point for L1 Support Engineers, delivering advanced technical support across networking, cloud infrastructure, VoIP technologies, and ZIWO's SaaS applications.

You will play a critical role in ensuring platform reliability, optimizing performance, troubleshooting complex issues, and driving continuous improvements across voice, network, and cloud operations.

What You'll Be Doing

Trace application-level incidents end-to-end across application logs, production databases, and cached/live state to identify root cause, collaborating with engineering teams where needed.
Diagnose Linux host-level issues — CPU/memory/disk saturation, process contention, service health — using standard command-line tools.
Analyze logs, metrics, and monitoring dashboards in tools such as Grafana to diagnose complex production issues.
Monitor platform health, cloud services, and network performance using Grafana and similar tools to proactively detect and resolve issues.
Provide second-level technical support for VoIP, PBX, SIP, cloud infrastructure, and unified communications platforms.
Troubleshoot voice-related issues, including call drops, one-way audio, registration failures, media problems, routing issues, and latency.
Configure, maintain, and troubleshoot SIP trunking, call routing, session border controllers (SBCs), and telephony integrations.
Assist with migrations from legacy telephony systems (analog/PRI) to modern IP-based solutions.
Support deployments, migrations, and infrastructure changes across cloud and on-premises environments.
Work with cloud platforms, virtualization technologies, and containerized services to ensure high availability and scalability.
Ensure service continuity through failover mechanisms, backup routing, redundancy plans, and disaster recovery procedures.
Coordinate with telecom providers, cloud vendors, and internal teams to maintain service uptime and reliability.
Create and maintain technical documentation, operational procedures, and knowledge-base articles.
Participate in incident management, on-call rotations, and post-incident reviews for critical customer-impacting events.
Contribute to automation initiatives and operational improvements.

What You Bring

Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent practical experience).
Minimum of 4 years of experience in technical support, infrastructure operations, networking, VoIP, or SaaS environments.
Experience troubleshooting Linux-based systems and proficiency with the command line, including diagnosing CPU/memory/disk issues on production VMs.
Working knowledge of SQL and hands-on experience querying relational databases (PostgreSQL preferred) to investigate application issues.
Hands-on scripting ability (Bash/Python or similar) for log parsing, troubleshooting, and automating repetitive diagnostic tasks.
Hands-on experience with Grafana (or equivalent, e.g. Prometheus) for building and reading dashboards and correlating metrics during troubleshooting.
Familiarity with caching layers such as Redis or similar is a plus.
Strong understanding of networking concepts and protocols, including TCP/IP, DNS, NAT, VPNs, load balancers, and firewalls.
Hands-on experience with VoIP platforms such as FreeSWITCH, Asterisk, or similar technologies.
Familiarity with cloud platforms such as AWS, OCI, or similar environments.
Experience working with APIs, including REST/SOAP, and tools such as Postman.
Experience with ticketing and incident-management platforms such as Jira, Zendesk, or Freshdesk.
Strong analytical and troubleshooting skills with the ability to work effectively under pressure.
Excellent communication skills in English; Arabic is a plus.