Global Application Support Engineer

Company: 8x8 Inc.
Location: San Jose
Posted on: December 5, 2019

Job Description:

8x8, Inc. (NYSE:EGHT) communication solutions help businesses transform their customer and employee experience. With one system of engagement for cloud voice, video, collaboration and contact center and one system of intelligence on one cloud communications platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit ***********, or follow 8x8 on LinkedIn, Twitter, and Facebook. The Global Application Support Engineer is the primary liaison between the Technical Support team and Engineering teams; responsible for creating internal tools, reporting and resolving operational issues and bugs. The ideal candidate will have experience in troubleshooting and resolving complex technical issues in the telecommunication enterprise network and Web Applications. In addition, the Global Application Support engineer will be developing Support Tools to assist all Support functions. The ideal candidate will be an innovative problem solver who is passionate about customer success. Responsibilities The Global Application Support engineer is the primary liaison between the customers and the Enterprise Technical Support team; responsible for reporting and resolving operational issues or bugs. The Global Application Support Engineer is responsible for resolving complex customer cases from Tier - 2 product support engineers who have been unable to isolate or fix issues using our proprietary products. Customer interactions will include performing remote application configuration, troubleshooting service issues, and even solving integration issues. The ideal candidate will have experience in troubleshooting and resolving complex technical cases in telecommunication enterprise network and Web Applications. Let's Take a Look at Your Day-to-day from a High-level: ** Understanding product flows and correlating them to specific customer configurations in order to be able to analyze product logs, and conclude resolution for the customer-reported issues ** Filtering customer-reported bugs and routing to appropriate team if needed ** Working with our internal tools and Engineering teams to reproduce in-house customer-reported problems and making fixes where possible ** Reporting operational issues and bugs to product engineering ** Acting as a liaison between the customer and all our internal teams - Engineering, Support, Product Management, etc. ** Owning the feedback and communication both internally and externally while the ticket is with the Global Application Support team. ** Meeting and exceeding customer satisfaction and productivity metrics. A Successful Candidate will most definitely possess: ** Knowledge and troubleshooting proficiency of: ** Unified Communications, Contact Center, VOIP, and SIP technologies ** PC operating systems ** Working knowledge of SQL, Oracle or similar ** Some experience in web programming language such as (PHP, JavaScript, NodeJs, Python etc.) ** 4+ years of providing technical support to enterprise level customers Requirements But don't forget these attributes as well:** Bachelor's degree in a technical field and/or comparable industry certifications and experience ** Strong organizational and time management skills ** Ability to prioritize conflicting demands ** Excellent verbal and written communication skills ** Team player with positive attitude ** External customer support experience ** Debugging using Kibana, Dashbase and Splunk logs ** Avaya, Mitel and Cisco product knowledge and skills would be a benefit8x8 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 - Espaol.View the Right to Work Poster in English - Espaol. We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at *************** (Include Reasonable Accommodation in the subject line) For European Job Applicants our Job Applicant Privacy Notice can be found here.

Keywords: 8x8 Inc., San Jose , Global Application Support Engineer, Engineering , San Jose, California