8x8, Inc. logo8x8, Inc. logo

Technical Support Engineer Tier 2 at 8x8 Inc. | San Jose

8x8, Inc.San Jose
On-site Full-time

Clicking Apply Now takes you to AutoApply where you can tailor your resume and apply.


Experience Level

Mid to Senior

Qualifications

Required Qualifications:Strong understanding of network technology, architecture, and components. Experience with maintenance practices on network elements. Solid knowledge of TCP/IP, routing protocols, and L2/L3 switches. Proven troubleshooting and problem-solving skills. Hands-on experience with switches, routers, and firewalls. Familiarity with various networking technologies and protocols, including:Ethernet switchingRouting and routing protocols (OSPF, EIGRP, BGP)Layer 2 technologies (spanning tree, VLANs, WLANs)WAN and MAN technologies (ADSL, T1, Metro Ethernet)Security technologies (IPSec VPNs, IDS/IPS, Firewalls)Experience with major VOIP protocols such as SIP and MGCP. Proficient in using Wireshark and similar tools.

About the job

We are looking for a dedicated Technical Support Engineer Tier 2 to join our dynamic team at 8x8 Inc. This role is pivotal in ensuring exceptional customer satisfaction by effectively diagnosing and resolving intricate technical issues. The ideal candidate will proactively investigate root causes of problems and provide escalation support across all departments within our organization.

Key Responsibilities:

  • Conduct in-depth research on critical technical issues.
  • Deliver direct support for Santa Maria (Fusion Contact Center) and various internal departments including Retention, Technical Account Managers, and Sales, addressing escalations from Executives.
  • Provide comprehensive support for all 8x8 Products & Services, including Virtual Office, Virtual Office Pro, Residential, and Contact Center solutions.
  • Champion the implementation of effective workarounds and permanent fixes.
  • Utilize your knowledge of customer environments to ensure timely and high-quality incident resolution through root cause analysis and knowledge transfer.
  • Manage cases and sub-cases, ensuring high-quality communication and resolution of all issues.
  • Maintain customer commitments with professionalism and a strong sense of ownership.
  • Proactively monitor, diagnose, and respond to critical iPBX/server alarms.
  • Restart and manually configure iPBXs as needed.
  • Support on-site installation technicians.
  • Convert submitted audio files for customer iPBX uploads.
  • Collaborate with the Network Operation Center and Product/System Operations to resolve complex escalations.

About 8x8, Inc.

About 8x8, Inc.8x8, Inc. (Nasdaq: EGHT) has been recognized as one of the top-performing stocks by Forbes, ranking 10th on the list of Fast Growing Tech Stars. Our company is a leader in providing innovative VoIP communications solutions, offering businesses a comprehensive suite of voice, video, mobile, and unified communications services tailored for small to medium enterprises and distributed organizations. Our services not only integrate advanced phone solutions and contact center capabilities but also include web conferencing and productivity tools, all designed to be user-friendly and cost-effective.

Similar jobs

Browse all companies, explore by city & role, or SEO search pages.

Tailoring 0 resumes

We'll move completed jobs to Ready to Apply automatically.