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.
What you'll bring:
- 46 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.
