Application Support Engineer

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $123.6k - $185.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 Application Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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• Open for 1 day.
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8x8

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1996

💼 Consulting

📣 Marketing

📦 Logistics

💰 $121.9M Post-IPO Equity on 2022-01

Consulting • Marketing • Logistics

8x8 is a comprehensive platform and partner designed to enhance customer experience (CX) by unifying business communications and interaction data. Trusted by over 3 million business users, 8x8 provides solutions such as contact centers, unified communications, and no-code APIs to address complex communication challenges. By integrating artificial intelligence into their platform, 8x8 helps businesses connect teams and customers, gain insights, and drive impactful results. The platform aims to modernize operations, mitigate risks, and build customer loyalty, offering a seamless and efficient experience for enterprises.

📋 Description

• Assist customers with analyzing and addressing technical issues • Resolve complex technical escalations as a Tier 3 engineer • Serve as the primary liaison between customers, technical support, and engineering teams • Report and resolve operational issues and maintenance problems • Investigate and resolve customer-found defects • Engage customers in remote application configuration • Troubleshoot service and integration issues • Understand product flows and correlate them with customer configurations • Analyze product logs and identify resolutions for customer-reported issues • Filter, qualify, quantify, and route product defects to the appropriate team, or own them through resolution • Work with internal tools and engineering teams to reproduce customer-reported problems and fix them where possible • Report operational issues, maintenance problems, and bugs to product engineering • Liaise with engineering, support, product management, and other internal teams

🎯 Requirements

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration • Working knowledge of MySQL • Experience with Application Programming Interface (API) debugging • Experience debugging using OCI, Amplitude, Grafana logs, or similar • Some experience in web programming languages such as PHP, JavaScript, NodeJs, or Python • 4+ years of providing technical support to enterprise-level customers • Knowledge of VOIP industry protocols including SIP, HTTP/HTTPS, SSH, and UDP/TCP • Knowledge of network components and infrastructure • Knowledge of computer and mobile operating systems including Windows OS, macOS, and iOS/Android • Bachelor's degree in a technical field and/or comparable industry certifications and experience • Strong organizational and time management skills • Ability to prioritize conflicting demands • Excellent verbal and written communication skills • Team player with positive attitude • External customer support experience • Avaya, Mitel, and Cisco product knowledge and skills would be a benefit • Must be legally authorized to work in the United States, as indicated by participation in E-Verify for US jobs

🏖️ Benefits

• Discretionary merit increases • Bonus and/or stock eligibility for certain roles • Sales variable compensation incentives for eligible roles • Equal employment opportunities • Reasonable accommodation for individuals with disabilities

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