Senior Technical Support Engineer II

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Written by AI from the job title and company, not by 8x8, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Senior Technical Support Engineer II at 8x8 plays a pivotal role in ensuring customer satisfaction by providing expert-level technical support for our cloud communication and collaboration platforms. This position requires a deep understanding of the products and services offered by 8x8 and the ability to troubleshoot complex issues efficiently. The Senior Technical Support Engineer II will collaborate closely with internal teams to drive product improvement and optimize customer experiences, while also mentoring junior support staff to enhance their technical skills.

Job Responsibilities

• Provide advanced technical support for 8x8's cloud communication solutions, resolving customer issues in a timely and efficient manner.
• Diagnose and troubleshoot complex technical problems related to voice, video, and messaging services.
• Develop and maintain documentation related to issue resolution processes and customer interactions.
• Assist in the creation of knowledge base articles to improve self-service options for customers.
• Collaborate with Engineering and Product Management teams to escalate and resolve product defects and technical challenges.
• Guide and mentor junior support engineers to develop their technical and customer service skills.
• Participate in on-call rotations as needed and take ownership of critical incident management.
• Identify opportunities for process improvements and recommend solutions to enhance support delivery.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in technical support or a similar IT role.
• Strong understanding of voice over IP (VoIP) technologies, SIP protocols, and network configurations.
• Proficiency in troubleshooting issues related to video conferencing and unified communications solutions.
• Experience with customer relationship management (CRM) software and ticketing systems.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly.
• Strong analytical skills with a keen attention to detail.

Technologies & Tools

In the role of Senior Technical Support Engineer II, you will work with a variety of technologies and tools including but not limited to 8x8's proprietary cloud-based communication solutions, VoIP systems, network monitoring tools, ticketing software such as JIRA or Zendesk, and remote access tools. Familiarity with cloud infrastructure services such as AWS or Azure will also be advantageous in addressing customer needs efficiently.

Ideal Candidates

The ideal candidate for the Senior Technical Support Engineer II position possesses a proactive attitude with a passion for technology and customer service. They should be highly organized, capable of managing multiple priorities simultaneously while maintaining a focus on quality and customer satisfaction. A natural problem solver who can think critically under pressure and work collaboratively in a team environment is essential. A commitment to personal and professional growth, along with the ability to mentor others, will further distinguish successful candidates in this role.