8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

We are seeking a Subject Matter Expert (SME) - Technical Support within the 8x8 to serve as the technical authority across our platforms. This role provides deep expertise in call flows, network behaviour, and telephony infrastructure, supporting complex escalations and driving root-cause resolution across support.

The ideal candidate combines advanced technical knowledge with the ability to translate complex concepts into clear, actionable guidance, playing a critical role in service reliability and customer experience.

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 which are fast replacing the older technologies.

Responsibilities

• Partners cross-functionally with Product, Sales Engineering, and Operations to improve support performance, reduce recurring issues, and influence strategic enhancements

• Capture, structure, reuse, and improve knowledge articles to promote the use of the 8x8 Knowledge Base and self-service

• Continuously learn to build and maintain a strong knowledge of 8x8 products, services and processes

• Provide support to Leads and Managers to coach relevant knowledge to T1 Support Engineers

Qualifications

• Proven experience in Customer Support or Technical Support role

• Customer First mindset

• Strong understanding of VoIP technologies, networking and telecommunications, IP telephony

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.

• Experience in providing coaching and delivering constructive feedback to team members

• Previous experience with Salesforce Service Cloud or similar CRM systems, Knowledge Base systems, and Customer portals for case management

• Exceptional communication skills, customizing your interaction to the individual customer personalities and contexts - able to work with non-technical and technical customers alike

• Ability to adhere to processes and procedures, attention to details

• Prioritization skills and capability to make high impact decisions while multitasking

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