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At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

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.

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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.

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Confirmed 21 hours ago. Posted 30+ days ago.

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