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System Support Specialist

1 week ago

Cebu City, Central Visayas, Philippines 8x8 Full time

At 8x8, we're shaking up the customer experience (CX) landscape with our integrated platform. As a Level 2 System Support Engineer, you'll play a key role in delivering seamless communication and exceptional support to our customers.

We're looking for a highly skilled and motivated professional to join our team as a technical expert. If you have a passion for AI, innovation, and efficiency, we want to hear from you

Main Responsibilities:

  • Escalate complex technical issues from our Level 1 service desk and collaborate with Engineering, Product, and Sales teams to resolve them.
  • Work closely with internal teams and customers to proactively report on incidents affecting quality of service and platform availability.
  • Monitor system and platform alerts, taking the lead on escalations to relevant Engineering teams and coordinating updates, changes, and maintenance.
  • Foster a culture of continuous improvement by documenting and refining processes and SOPs related to Operations Level 1 and Level 2 duties.
  • Support junior team members and provide guidance as a mentor.

Desired Skills and Qualifications:

  • A minimum of [Number] years of experience in Operations and Support roles, with a strong background in Linux/Unix servers.
  • Programming or scripting language knowledge, along with expertise in DevOps monitoring tools like Zabbix and AWS CloudWatch.
  • Working knowledge of SQL queries and experience with SMS technology, HTTP, API, SMPP, and telco exposure.
  • An ability to work under pressure, make real-time decisions, and prioritize customer issues based on urgency and severity.