Senior Enterprise Technical Support Engineer II

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.

For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook.

Our mission is to deliver Fast, and Engaging customer service, to enable our Enterprise Customers to fully utilize the power of 8x8 unified communication solutions. Our methodology is first-class support.  In this role, you will get a thrill from proactively seeking out complex issues and finding their resolutions. You will be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.  

This is an interesting and varied role in a company that has massive Global growth visions and for some, it is a perfect stepping stone into cloud-based technologies that are fast replacing the older technologies. As this is a Support of applications role you will be interested and be able to easily pick up how our products work; then be able to help customers with issues and configuration requirements. The best bit will be: trouble-shooting and getting stuck into some challenging problems that you help customers to resolve by being their ambassadors. 

Schedule: Cover US Eastern time hours 

Responsibilities: Own and hold yourself accountable for successful Support outcomes to ensure high customer satisfaction and reduced customer effort for our largest customers Lead problem management, root cause analysis, and preventative measure ideation Lead complex technical discussions with a variety of groups including software engineers, hardware engineers, technicians, and operators Troubleshoot difficult IT problems without SOPsAct as an escalation point for Jr Team members Participate in hiring, training and development of others Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to Knowledge-Centered Service (KCS) methodology Liaise and collaborate with engineering teams on escalated cases Effectively build and manage partnerships with customers both internally (e.g. Sales) and externally (Partners and end-users)Engage the customer through multiple channels like Phone, Chat and Web proactively, using case management tools like Salesforce and Jira Manage third party vendors and suppliers to ensure successful outcomes After hours and weekend on-call support as needed for support activities Ensure compliance with external regulations and internal policies and procedures 

Qualifications: Accomplished communicator, influencer, and leader, able to work with customers, users, senior level management, sales and peers  Willingness to accept responsibility and ownership  Well organized, adaptable, and a clear thinker  Thrive in a fast paced, sometimes hectic high pressure environment  Ability to diffuse hostile situation   A minimum of 5-10 years of customer service related experience Previously worked for a technology vendor, SaaS or software company Ability to effectively operate in very dynamic and sometimes ambiguous situations  Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner  Ability to juggle multiple simultaneous high pressure situations and tasks Knowledge of UC business, previous SaaS experience  Expert technical knowledge and technical support with a strong customer focus or related experience Expert knowledge and experience with IP and networking technologies. Knowledge of IP telephony (VoIP), Session Initiated Protocol (SIP), unified communications, call center solutions, UCaaS, CCaaS, CPaaS Expert knowledge of network routers, switches, firewalls, systems and tools, and the ability to independently debug broad, complex, Local Area Networks (LAN) and Wide Area Networks (WAN) Exceptional customer service and confident communication skills, customizing your interaction to both technical and non technical audiences Enthusiastic Self-Learner with good analytical and problem-solving skills, with the ability to think on your feet Prioritization skills and capability to make high impact decisions while multitasking Bachelor’s degree in a technical field and/or comparable industry certifications and experience  

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.

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