Senior Technical Operations Engineer
Job Overview
Proudly voted a Great Place to Work®, we are a dynamic startup in the SaaS space that is revolutionizing the way businesses communicate. Our team is made up of 500 energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.
We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big!
Meet the team!
At Unifonic, our Technical Operations team is dedicated to ensuring our clients have the best experience possible. Our dynamic and energetic team is the main point of contact for our customers and plays a critical role in fostering long-lasting relationships. We work closely with our clients to understand their needs and help them fully utilize our services to achieve their business goals. With a passion for customer service and a can-do attitude, you'll thrive in this fast-paced and ever-changing environment.
As a Senior Technical Operations Engineer, you will thrive in high-impact environments and enjoy solving real-world technical challenges at scale. This is a key role focused on ensuring reliability, performance, and client satisfaction across mission-critical SaaS services, including messaging, voice, chatbots, and platform integrations.
Help us shape the future of communication by:
Leading incident response and root cause analysis for enterprise clients.
Troubleshooting complex platform issues across SaaS services (e.g., voice, messaging, integrations).
Delivering expert-level client support and managing case ownership end-to-end.
Developing and maintaining scripts to automate operational and support tasks.
Ensuring service observability using OpenSearch, Grafana, and other tools to provide metrics, logs, and traces.
Contributing end-to-end observability by implementing telemetry that provides insight into platform health and client-facing services.
Supporting general SaaS troubleshooting across APIs, backend systems, and third-party integrations.
Collaborating with engineering and product teams to improve service quality and operational tools.
Designing and implementing automated health checks and alerts for critical services.
Handling and owning small to mid-size technical operations projects within the company, ensuring timely delivery and cross-functional coordination.