Level 2 System Support Engineer

 8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity.  

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Main Responsibilities

• First point of escalation for any technical issues coming from Level 1 service desk.

• Work cross functionally with Engineering, Product and Sales to resolve more complex technical escalations and issues.

• Report on incidents relating to quality of service and platform availability to the relevant internal teams and customers proactively. 

• React to system and platform alerts, taking a lead on all monitoring tools and escalations to the relevant Engineering teams.

• Coordinate platform updates, changes and maintenance with internal teams, customers and third parties. 

• Follow, create, document and improve all processes or SOPs relating to all Operations Level 1 and Level 2 duties.

• Provide additional support to any level 1 tasks as and when required.

• Work on any other longer running, investigative issues that may arise from Engineering or Operations requests.

• Act as a mentor and provide guidance to junior team members.

 Desired Skills and Experience

• Relevant experience in Operations and Support position.

• Linux/Unix server knowledge and experience.

• Some understanding of programming or scripting languages.

• Knowledge and experience in DevOps monitoring tools such as Zabbix, AWS CloudWatch.

• Working knowledge of SQL queries.

• SMS technology, HTTP, API, SMPP and telco exposure.

• Ability to work under pressure and make real time decisions.

• Excellent judgment to prioritize customer issues based on their urgency and severity.

• The ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.

 Qualifications

• A Computer Science degree, or equivalent experience

• Written and verbal fluency in English is required. 

• Any technical qualifications or equivalent experience in Linux, Windows Server, SQL is highly desirable.

• Amenable to work mid shift (EMEA hours)

• Hybrid work arrangement

• Open to applicants based in Manila and Cebu

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.

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