Application, Network & Cloud Support Engineer

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.