Job Overview

ZIWO is seeking a Senior NOC Support Engineer to act as the final escalation point and technical authority within our NOC function. You will own the most complex and business-critical network, VoIP, and system incidents end-to-end, ensuring platform stability, service continuity, and high customer satisfaction across ZIWO’s cloud contact center platform.

Company Overview

ZIWO is the leading Cloud Contact Center Solution in the GCC, helping successful companies reach their customers from anywhere with a single interface that brings value to every conversation. As a fast-growing B2B SaaS startup, ZIWO is building the future of customer experience with an all-in-one cloud solution enabling voice, messaging, and CRM integrations. With a global team of 80+ people, ZIWO is the tech company where innovation meets impact.

Quick Details

Salary Range: Market Competitive
Job Type: Full-time
Qualifications: Bachelor’s Degree
Experience: Mid-Senior level

Key Responsibilities

Act as the final (L3) escalation authority for critical network, VoIP (SIP/RTP), and system-wide incidents.
Diagnose and resolve complex, multi-layer technical issues across networking, voice, OS, and application layers.
Own major incidents end-to-end, including troubleshooting, coordination, communication, resolution, and post-incident RCA.
Perform deep packet, SIP signaling, RTP media, and traffic analysis to identify voice quality and performance issues.
Collaborate closely with Engineering, Infrastructure, Product teams, and external vendors on recurring or platform-level issues.
Proactively monitor system and network performance to identify risks and prevent outages.

Requirements

Bachelor’s degree in IT, Computer Science, Telecommunications, or a related field (or equivalent hands-on experience).
6-8 years of experience in NOC, Technical Support, Network Operations, or VoIP-focused roles.
Proven experience as a senior escalation or last-line (L3) support engineer.
Strong expertise in networking fundamentals: TCP/IP, UDP, DNS, NAT, BGP basics, and firewalls.
Hands-on experience with VoIP platforms such as Freeswitch or Asterisk, including SIP/RTP troubleshooting.
Solid understanding of voice quality analysis (latency, jitter, packet loss, codecs).

Benefits

Competitive salary and comprehensive benefits.
Dynamic, collaborative, and supportive work environment.
Work closely with highly skilled engineering and operations teams.
Play a key role in ensuring the stability of a leading cloud contact center platform in the MENA region.
Clear opportunities for career growth, technical depth, and professional development.

Senior NOC Support Engineer