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 follow our pages on LinkedIn, Twitter, Facebook and Instagram.

As a Senior Technical Support Engineer, you will be our customer's first point of contact and answer all incoming requests for help via phone, web chat, and emails, details of which you will log on to the ticketing system. You will decide on the most effective way to manage each request and will ensure that customers are updated regularly via email or phone until their issue/query is resolved.

This is an interesting and varied role in a company with massive Global growth visions. For some, it is a perfect stepping stone into cloud-based technologies, which are fast replacing older technologies.

Responsibilities
Engage the customer in performing remote application configuration, troubleshooting service and integration issues.
Understand product flows and correlate them with specific customer configurations in order to be able to analyze product logs and find a resolution for the customer reported issues
Filter customer reported product defects, qualify, quantify and route to appropriate team if needed, or own all throughout to resolution
Work with our internal tools and engineering teams to reproduce in-house customer reported problems and fix where possible
Report operational issues, maintenance problems or bugs to product engineering
Be a liaison between customers and all of our internal teams - engineering, support, product management, etc.

Qualifications
Working knowledge of MySQL
Experience knowledge of Application Programming Interface (API)
Debugging using Kibana, Dashbase and Splunk logs or similar
Strong organizational and time management skills and the ability to prioritize conflicting demands

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.

Salary Ranges:

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For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

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