Deployment Operations and Support Engineer

Job ID
2017-2309
US-CA-San Jose
Category
Services & Support

About the Job

8x8, Inc. (Nasdaq: EGHT) offers business unique cloud-based communication and computing capabilities, including advanced VoIP and unified communications solutions, as well as cloud hosting. These solutions give businesses more flexibility, more power, and more cost savings than traditional alternatives.  Businesses of any size, configuration or geographic location can benefit from the cost, performance and operational advantages of 8x8 hosted communications solutions, all of which carry little or no upfront investment, no maintenance or upgrade fees and no change in user behavior.

The Deployment Operations Support Engineer will be responsible for performing daily activities of a technical escalation team, supporting escalations for current accounts within the Deployment phase, requiring advanced technical assistance.  This position requires the skills to successfully and effectively manage internal and external client relationships while providing deployment operational support.   

 Major Responsibilities:

  • Function as the highest-level point of technical contact in receiving advanced, escalated technical issues
  • Work as a member of the Deployment and Operations team to exceed customer expectations with technical expertise
  • Methodically resolve the most difficult and complex issues reported by customers and partners
  • Mentor Deployment Engineers on technical topics
  • Triage, analyze, and provide operational support in troubleshooting system configuration, hardware/software, firmware, and network related issues, while collaborating with appropriate internal teams.
  • Become the Deployment Team’s technical interface/system subject matter expert to provide clear guidance and support to relevant stakeholders
  • Become the premier entity within the organization for all advanced technical, integration, and operational issues with 8x8 Products and Services, including customer network infrastructure
  • Aggregate and provide key customer insights to relevant departments (business development, marketing, design, executives, etc.) and serve as liaison between customers and engineering. 
  • Continual intrinsic motivation for self-education on product lines, service techniques and greater personal growth.

 Minimum Qualifications:

  • BS/BA in engineering, telecommunications or related field preferred
  • 5 years’ experience supporting IP and VoIP services in a Service Provider environment.
  • 5 years hands on experience with routers, switches, and firewalls
  • Cisco, Firewall, VPN, and/or VOIP Specialist certification (CCNA, CCNP preferred, but not required)
  • Experience provisioning and troubleshooting MPLS and IPSEC VPN technologies
  • Hands on VOIP experience required
  • Superior customer service awareness to keep the customers’ requirement constantly in mind and ensure that activities align closely with these requirements
  • Superior knowledge of VoIP and Network technologies, including the ability to monitor and troubleshoot client physical environments, networks, software, and server management systems

Technical Requirements:

  • TCP/IP, IPv4, IPv6, and BGP knowledge
  • HTTP and HTTPS protocols
  • SIP, RTP, RTCP, UDP, H.323, G.729, G.711, G.722 and related telephony protocols/standards
  • Strong networking experience (layer 2/layer 3)
  • Superior understanding of VoIP technologies, Unified Communications
  • PCAP analysis, Wireshark
  • Must have in-depth knowledge of various Microsoft Windows O/S, Apple O/S, Unix/Linux, LAN/WAN and TCP/IP Networking concepts and IT Network Operations experience

About the Company

ABOUT 8x8

8x8, Inc. (NYSE: 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 www.8x8.com, www.8x8.com/UK 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.
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