cloud Application Support engineer8x8

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.
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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.
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8x8

Cebu
Permanent
Full-time