Senior Enterprise Support Engineer
Remote, OR, USA · United States
Posted on Friday, September 8, 2023
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 and follow our pages on LinkedIn, Twitter and Facebook.
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.
•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 SOPs
•Act as 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
•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
•At minimum of 5-10 years 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
*The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.
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