Associate Cloud Engineer

5 days 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. #J-18808-Ljbffr

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