Senior NOC Support Engineer
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| Company Name | ZIWO |
| Company Type | Private |
| Job Type | Full-Time |
| Salary Range | Market Competitive |
| Location | Dubai, Dubai, United Arab Emirates |
| Qualifications | Bachelor’s Degree |
| Experience | 5 Year+ |
Job Overview
ZIWO is seeking a Senior NOC Support Engineer to act as the final escalation point and technical authority within the NOC function. The role involves owning complex and business-critical incidents, ensuring platform stability, and providing high customer satisfaction across ZIWO’s cloud contact center platform.
Company Overview
ZIWO is a 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 a global team of 80+ people.
Quick Details
- Salary Range: Market Competitive
- Job Type: Full-time
- Qualifications: Bachelors Degree
- Experience: 5 Year+
Key Responsibilities
- Act as the final escalation authority for critical network, VoIP, and system-wide incidents.
- Diagnose and resolve complex 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.
- Provide technical leadership and mentorship to L1 and L2 Support Engineers.
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.
- 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).
- Strong Linux system administration and command-line skills.
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.