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.
We are looking for a Level 2 Systems Support Engineer to reinforce the front line operations of our real-time communication services. Reporting directly to the Head of Customer Support & Operations, you will be the go-to person for escalations from the support team. Responsible for more complex technical issues you will play a key role in ensuring high quality and availability of Wavecell’s Cloud Platform and Services.
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
More than 2 years’ 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 Grafana, AWS CloudWatch.
Working knowledge of SQL queries.
SMS technology, HTTP, API, SMPP and telecommunications exposure.
Ability to work under pressure and make real time decisions.
Working knowledge and experience with Jitsi/JaaS would be advantageous
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.
A Computer Science, Electronics and Communications Engineering 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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