Cloud Application Support Engineer
8x8, Inc
Cebu, Philippines
5d ago

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE : EGHT) is to transform the future of business communications.

The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.

For additional information, visit , or follow 8x8 on LinkedIn, Twitter, and Facebook.About the job : We are looking for multiple Technical Support Engineers / Cloud Application Support Engineers / Cloud Customer Support Specialist to take part in the day to day operations of our world class, real-time communication services.

You will be part of the Global Operations team, responsible for the support, implementation and monitoring our cloud platform infrastructure.

Our ideal candidate will come from a technical customer support background with an understanding of SaaS, APIs or cloud applications.

You should be ready to be part of a fast paced 24 / 7 environment, ensuring 100% platform availability and best class support for our customers.

Main Responsibilities : ·Provide reactive and pro-active customer support to ensure the highest quality of service.·Address customer helpdesk queries with fast and decisive actions to ensure high customer satisfaction.

  • Collaborate with Level 2 Systems Support and NOC teams to resolve more complex queries.·Interact with our customers' and partners' developers, architects and support teams to unblock any technical issues.
  • Monitor, analyse and optimize the service quality for our CPaaS products. ·Work cross functionally with Engineering, Product Management, Sales and Carrier teams to improve products and processes.
  • Onboard and implement new customer and supplier connections to the platform.·Complete daily procedures, configurations and updates to ensure the smooth operation of our SMS, Chat Apps, Voice and Video Interaction applications.
  • Desired skills and experience : ·1-5 years of experience in professional technical support OR in software development, working on / supporting user facing systems, building scalable, highly available services.

  • Troubleshooting and resolving QoS (Quality of Service) issues.·Working with team members in different geographic locations and time zones.
  • Excellent judgment to prioritize customer issues based on their urgency and severity.·Experience working in a changing and fast-paced start-up environment.
  • The ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.
  • Comfortable to work on own initiative in a dynamic and fast-paced business environment.·Strong analytical & multitasking skills.
  • Must be able to work on our 24x7 shift schedule. Bonus points : ·Working knowledge of Linux, SQL and cloud systems administration·Understanding of cloud applications, SaaS and REST API technologies.
  • Skills in SMS, SMPP, Chat Apps, Voice or Telecommunications. ·Experience with Confluence, JIRA and Bitbucket applications.
  • Qualifications : ·Fluency in English is a must written and verbal.·A Computer Science degree, or equivalent experience. Remuneration : ·Competitive salary with attractive bonus.

    8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

    For 8x8 jobs located in the US : 8x8 participates in the E-Verify program.View the Participant Poster in English Español.

    View the Right to Work Poster in English Español.We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws.

    Learn more or email us at careers 8x8.com (Include Reasonable Accommodation in the subject line)For European Job Applicants our Job Applicant Privacy Notice can be found here.Apply for this job

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