Senior Technical Support Engineer

Responsibilities

• Perform advanced root cause analysis across VoIP, networking, UCaaS, contact center, and cloud communication technologies.
• Act as the primary technical contact for certified partners, providing expert guidance throughout the lifecycle of complex support cases.
• Collaborate closely with Tier 1, Tier 3, Engineering, Network Operations Center, Incident Management, Account Management, Product Management, and Operations teams to resolve customer-impacting issues.
• Manage case ownership from escalation through resolution, providing timely updates and ensuring a high-quality customer experience.
• Identify product defects, collect diagnostic data, reproduce issues, and work with Engineering on defect resolution.
• Prioritize and manage multiple critical issues while meeting established service level objectives.
• Capture technical learnings and contribute to the Knowledge Base by creating and improving technical documentation and troubleshooting articles.
• Continuously develop expertise across the 8x8 product portfolio, cloud communications technologies, and support processes.
• Leverage AI-enabled tools to improve troubleshooting efficiency, knowledge discovery, and customer support outcomes.

Requirements

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
• Several years of experience in Technical Support, preferably within a Tier 2 or advanced technical support environment.
• Strong troubleshooting skills across VoIP, SIP, networking, IP telephony, cloud communications, and telecommunications technologies.
• Experience supporting enterprise customers or channel partners in a technical environment.
• Experience using Salesforce Service Cloud or similar CRM platforms, Knowledge Base systems, and case management tools.
• Strong analytical and problem-solving skills with the ability to perform root cause analysis on complex technical issues.
• Excellent communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Strong organizational and prioritization skills, with the ability to manage multiple concurrent issues in a fast-paced global support environment.
• Ability to work collaboratively across global teams within a Follow-the-Sun support model.
• Passion for continuous learning and staying current with cloud technologies and industry best practices.
• Why Join 8x8?
• For a

Benefits

Additional Information

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact. As a Senior Technical Support Engineer , you will join our global Tier 2 Technical Support organization, providing advanced technical expertise for our cloud communications platform. Our Support organization operates using both a tiered support model and a Follow-the-Sun framework, ensuring continuous support for customers and partners around the globe. For our direct customers, Tier 1 Support acts as the first point of contact and resolves the majority of customer inquiries. As a Tier 2 engineer, you will focus on the more complex technical issues that require advanced troubleshooting, root cause analysis, and cross-functional collaboration. For our certified partners, you will serve as the primary technical point of contact. Because our partners are trained and certified to perform Tier 1 troubleshooting, you will engage directly on advanced technical cases, helping them resolve challenging issues while delivering an exceptional support experience. This role is ideal for experienced technical support professionals who enjoy solving complex problems, working with cutting-edge cloud technologies, and collaborating with Engineering, Product Management, and other internal teams to drive issue resolution and continuous product improvement.

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