Associate Cloud Engineer

3 weeks ago

Metro Manila Philippines Five9 Full time

Overview

Join Five9 as an Associate Cloud Engineer within the Technical Assistance Center. Five9 is a leading provider of cloud contact center software, delivering cloud innovation to customers worldwide. We foster a team-first culture, celebrate diversity, and empower employees to be their authentic selves. This role involves in-depth technical escalation and collaboration with Cloud Operations and Engineering teams to solve complex customer issues beyond the scope of Technical Support.

Responsibilities
  • 60% handling escalations emanating from Technical Support, in both ticket form and customer calls
  • 25% collaborating with Cloud Operations and Engineering teams to analyze areas of improvement in code, configuration, or system
  • 15% contributing to the knowledge base for Technical Support Specialists
Requirements
  • At ease with customer interaction and excellent communication skills with the ability to pick up on nuances. Previous experience in support positions is strongly appreciated
  • Good situational appraisal skills to determine the most appropriate course of action
  • Familiar with network programming concepts and protocols
  • Working knowledge of CRM / Ticketing systems and common desktop productivity software (MS Office, etc.)
  • Excellent written and verbal communication skills
  • Self-driven attitude
  • Familiar with tools for analyzing metric and logs data (e.g., Kibana, Grafana)
  • Comfortable working across cultures and timezones
  • BS in Computer Science / Software Engineering, or 4+ years experience in troubleshooting customer-facing software issues
Skillset (3+)

We are looking for knowledge in 3 or more of the following areas:

  • Solid understanding of PBX, ACD, CTI or IVR technologies
  • Experience with VoIP protocols (SIP, RTP, audio codecs)
  • Developing Java applications in heavy networking contexts
  • Experience developing realtime or low-latency applications
  • Understanding caching mechanisms (Redis / Elasticache)
  • Experience with high availability queuing systems (RabbitMQ, AMQP, Kafka, ActiveMQ)
  • Linux operations at a system level
  • Experience administering container orchestration (Kubernetes, Nomad, etc.)
  • Knowledge of configuration management and automation tools (Terraform, Ansible, Puppet, Chef)
Hours

This team is 24x7 and globally staffed. Scheduling rotations will be in place to cover weekends.

Company Benefits
  • Company stocks
  • Annual merit increase based on performance
  • Night shift differential pay
  • Paid Leave with Cash Conversion
  • HMO with free dependents
  • Retirement Plan
  • Life Insurance
  • Internet and meal allowance while on work-from-home setup
  • Employee Assistance Program for mental and social well-being
  • Government-mandated benefits (SSS, PhilHealth, PagIBIG, 13th month pay, solo parent leave, special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here:

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Engineering and Information Technology
Industries
  • Software Development

Five9 is an equal opportunity employer. We encourage applicants from all backgrounds to apply.

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