Technical Support Escalation Lead

Job ID
US-CA-San Jose
Services & Support

About the Job

Technical Support Escalation Lead

Responsibilities and duties will include:

  • Manage technical issues associated with 8x8’s hosted communications products via phone and e-mail
  • Excellent Fault & Incident ticket management
  • Be a liaison between customers and technical support, product development, operations and sales
  • Identifying trends and patterns with incidents and faults, escalating using the appropriate internal and external channels
  • Establishing and maintaining good internal, interdepartmental relationships across multiple locations
  • Provide weekly/monthly reporting and analysis on escalation root cause and prevention
  • Manager RFO process adherence and delivery


To be considered for this role you must be:


  • A quick learner
  • Heavily customer focused
  • Results driven
  • Knowledge and troubleshooting proficiency of:
    • Unified Communications, VOIP, and SIP technologies
    • Cloud computing technologies and concepts
    • Network routers, switches, systems and tools
    • Contact Centre technologies
  • 2+ years supporting in a mission critical network environment
  • Strong organizational and time management skills
  • Team player with positive attitude
  • Excellent communication skills, this includes: telephone, email and face to face
  • Ability to remain calm under pressure and project confidence in problem solving
  • An ability to assess each customer request and accurately prioritise and log the issue accordingly
  • Able to work using own initiative or work well as a team
  • Understanding of broadband technologies
  • Able to handle difficult customers
  • Ability to think logically
  • Excellent analytical and problem-solving skills
  • Up to date IT and helpdesk skills
  • Understanding of Networking to CCNA standard or equivalent experience
  • Excellent interpersonal and customer care skills
  • The ability to multi task
  • Accurate and clear records keeping
  • You will need to have a good understanding of technology but also skilled at explaining and interpreting customer issues
  • Ability to own the monitoring and management of incidents and requests through their lifecycle to ensure timely completion

The ideal candidate will have:

  • Ambition
  • Conscientiousness
  • Telecoms Customer Service Experience
  • Helpdesk support experience
  • Knowledge of Converged Networks
  • Broadband provisioning and Fault resolution
  • NGN and IP Telephony Service Delivery
  • Working experience of Unified Communication technologies
  • Supervisory skills















About the Company


8x8, Inc. (NASDAQ: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

For additional information, visit, or connect with 8x8 on LinkedIn,

Twitter, Google+ and Facebook

Additional Information

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
View the Participant Poster in English | Español.
View the Right to Work Poster in English | Español.


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