Toku

• Design, build and evolve robust backend services and APIs that power Toku's cloud communications platform. • Design and develop scalable distributed systems and microservices. • Build and evolve event-driven systems using technologies such as Kafka, AWS SQS, RabbitMQ. • Develop backend integrations connecting Toku's platform with external communication providers and asynchronous workflows. • Develop and operate backend services on AWS using modern cloud-native engineering principles. • Contribute to technical direction, challenge existing designs, improve architecture and help evolve backend systems. • Own backend systems in production, including monitoring and troubleshooting. • Contribute to the ongoing modernisation of backend services. • Design and optimise SQL-based data models, ensuring performance, correctness and scalability. • Write clean, maintainable and well-tested code, and participate actively in design discussions, code reviews and technical decision-making. • Proactively identify technical debt and opportunities for improvement.

• Own the day-to-day operation, health, availability and continuous improvement of Toku's production MySQL databases running on AWS RDS • Take ownership of production incidents, perform troubleshooting and root cause analysis, restore service quickly • Identify repetitive operational work, evaluate where automation delivers the greatest value, and build scalable workflows and tooling • Improve how database changes, production data fixes and operational requests are managed • Partner closely with software engineers to understand application behaviour, investigate production issues, interpret logs • Monitor and optimise database performance through query tuning, indexing strategies, capacity planning and proactive performance analysis • Manage and continuously improve AWS database services, focusing on Amazon RDS • Utilise monitoring platforms to identify trends, troubleshoot production issues • Apply secure database practices, support audit readiness, and improve operational governance • Support and continuously improve high availability and disaster recovery capabilities • Participate in a shared on-call rotation, responding to production incidents outside normal business hours

• Monitorear la salud del sistema, disponibilidad del servicio y alertas de infraestructura usando herramientas y tableros internos, identificando proactivamente interrupciones e iniciando acciones de respuesta • Realizar validación inicial, pruebas y diagnóstico de incidentes, y escalar problemas rápidamente y con precisión a los equipos internos apropiados o vendedores externos • Gestionar y responder a consultas de clientes a través de canales asincrónicos (por ejemplo, Zendesk), asegurando una comunicación puntual, clara y profesional • Investigar problemas usando registros, consola del navegador y comportamiento del sistema de los productos basados en navegador de Toku • Proporcionar actualizaciones claras y oportunas a los clientes sobre el estado de los problemas, actividades de mantenimiento y cambios en el sistema • Trabajar dentro de un modelo de rotación de turnos 24/7, incluyendo fines de semana, con límites claros y sin responsabilidades de guardia

• Design, build, and maintain robust backend services and APIs • Develop and evolve backend integrations • Build and maintain scalable event-driven backend systems • Independently design microservices • Develop and operate backend services on AWS • Own backend systems in production • Contribute to the ongoing evolution of backend services • Design and work with SQL-based data models • Write clean, maintainable, and well-documented backend code • Take initiative and drive backend problems through to solutions

• Manage a portfolio of enterprise accounts post-sale, acting as the primary day-to-day point of contact • Lead onboarding and early-stage engagement • Own the customer relationship throughout the lifecycle, proactively managing engagement and identifying risks • Contribute to customer success planning by helping define customer goals, expected outcomes, and success measures • Monitor account health qualitatively, identify early signs of risk, and ensure appropriate follow-up actions are taken • Work closely with Service Level Management (SLM), Support, Product, and Engineering to ensure customer needs are met • Track customer activity, actions, risks, and next steps across multiple accounts • Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices

• Design, build, and implement AWS-based infrastructure solutions aligned with application and business requirements, selecting appropriate services and configurations to deliver scalable and reliable systems • Work closely with engineering teams to understand requirements and translate them into effective AWS service designs, shifting the current model from reactive execution to proactive solution ownership • Implement and standardise infrastructure using Terraform, ensuring consistency across environments (dev, UAT, production) and reducing manual configuration errors • Evaluate and introduce AWS services (e.g. CloudFront, managed services, event-driven architectures) to improve system performance, scalability, and operational efficiency • Design and implement auto-scaling strategies, redundancy, and high-availability setups to improve system resilience and performance • Establish best practices to ensure infrastructure consistency across environments, eliminating deployment gaps between development, testing, and production • Support troubleshooting of infrastructure issues, identify root causes, and implement improvements to prevent recurrence • Provide infrastructure support aligned with global teams, including collaboration with teams operating in the Netherlands time zone when required • Mentor and guide existing team members, raising overall AWS knowledge and helping establish stronger internal standards and practices • Create and maintain infrastructure documentation and contribute to improving operational processes and workflows.

• Monitor, investigate, and respond to security events, alerts, threats, and incidents across systems, networks, cloud infrastructure, and endpoints. • Implement and maintain practical security controls across infrastructure, access, firewall, endpoint, cloud, and system environments. • Support security incident response activities, including investigation, containment, root cause analysis, and follow-up remediation. • Identify, assess, prioritise, and help remediate vulnerabilities across operating systems, infrastructure, applications, and supporting services. • Support security hardening and best practices across AWS and hybrid infrastructure environments. • Help manage and improve access control, password controls, account security, permissions, and related operational processes. • Review firewall rules, network access, and infrastructure security configurations to ensure appropriate protection and best practice alignment. • Support the use, improvement, or implementation of security monitoring tools, including Security Information and Event Management (SIEM) solutions where relevant. • Conduct or support vulnerability assessments, risk assessments, security control testing, and remediation tracking. • Liaise with external vendors, penetration testers, or security auditors where needed, and help close security findings. • Create and improve security procedures, runbooks, and operational practices that help meet Toku’s internal security requirements. • Work closely with infrastructure, engineering, compliance, and business teams to implement practical security improvements.

• Act as the primary point of contact for enterprise customers, building trust through clear communication, structured updates, and proactive engagement with both operational and technical stakeholders. • Own the monitoring, tracking, and reporting of SLAs and service metrics, ensuring issues are prioritised appropriately and escalations are managed effectively across internal teams. • Monitor and manage support tickets and escalations across Technology, Operations, Support, and Customer Experience teams, ensuring progress, accountability, and timely resolution without owning hands-on fixes. • Lead regular customer service reviews, steering committees, and incident/problem reviews, producing and presenting clear monthly service reports for both clients and internal stakeholders. • Perform trend and root-cause analysis on incidents and recurring issues, proposing corrective and preventive actions to improve overall service quality and reliability. • Operate within established ITIL-based processes for incident, problem, change, and release management, driving incremental improvements rather than redesigning frameworks. • Maintain and update service management documentation and ensure knowledge base materials remain accurate, relevant, and aligned with current service operations. • Work closely with support, engineering, product, and regional teams across multiple time zones, influencing outcomes without direct authority. • This is a remote role to be based in Cairo, Egypt. It requires visits to client offices in Cairo on an occasional basis (typically weekly or bi-weekly as needed) to support relationship management and service reviews.