Description:
The Sr. Operations Support Engineer provides technical product support for the 24x7 8x8 Virtual Contact Center application. This position is responsible for the creation, managing and resolution of change requests and production issues escalated from the 8x8, Inc. Technical Support Group while meeting response and resolution service level agreements. Troubleshoots customer issues and answers technical support questions and implements fixes and work-arounds for application problems. Creates and maintains documentation for supported applications. Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks and works under general supervision. A high degree of creativity and latitude is required.
Responsibilities:
Provide internal application support for a wide variety of clustered systems, stand alone servers, applications, batch processes, load balancers, various network LAN/WAN devices, batch processes, and databases.
Monitor all systems for failures
Manage and triage multiple incident cases within SLAs and provide up-to-date details on each.
Respond to emergency operational needs which may require after hours support.
Provide documentation for work-arounds and file bugs for detected application issues.
Participate in scheduled maintenances and system upgrades
Provide notification and escalation for maintenance and outage activity.
Provide on-call pager support during off-hours
Follow prescribed procedures and document all work performed in the ticket system.
Build strong relationships with internal and external customers.
Share knowledge and best practices with other company personnel by training and documentation.
Qualifications:
This position requires the individual to have the following skill sets:
BS degree in Computer Science, Information Systems or related field and/or
3 to 5 years experience in computer operations, production control or other IT related field
Experience with software application support
Must possess a keen technical mind capable of quickly learning new skills and tools
Knowledge of networking technologies, protocols, services and applications including Ethernet, Metro Ethernet, IPv4/IPv6, OSPF, BGP, MPLS, MPLS VPNs, QoS, VoIP and TCP.
Knowledge of Linux (Redhat4+) operating systems required.
Knowledge of Apache and MySQL required
Knowledge of scripting languages required
Familiarity with Windows 7, Windows 2003, or Windows XP troubleshooting
Familiarity with web browser technologies particularly Internet Explorer, Mozilla Firefox
Excellent problem solving and troubleshooting abilities.
VOIP Troubleshooting Experience
Sound Knowledge of Cisco network devices
Previous NOC experience
Core Competencies:
Excellent application support and troubleshooting skills
Strong attention to details and ability to regularly produce accurate and professional work.
Ability to work effectively under pressure and in stressful situations
Ability to research and suggest innovative solutions
Excellent verbal and written communication skills.
Excellent customer service skills.
Ability to multitask and work in a team or as an individual contributor.
Ability to build strong relationships both internally and externally.
Demonstrates exceptional capacity for taking ownership of issues through to resolution.
Senior Web Developers
8x8 is seeking qualified web developers/software engineers to join a growing team focused on developing the next generation of a SaaS based communication suite. With close to 80 patents, 8x8 focuses on innovation - we would like to add members who can thrive in this culture and contribute to it as well. At 8x8 we use modern technology and open standards to revolutionize the industry. 8x8 puts a lot of emphasis on usability - with some of the best interface and graphics designers on the team.
Skills Required:
5+ years experience with HTML, DOM, CSS, JavaScript and proficient with OOP in JavaScript.
Strong command of xHTML, PHP, AJAX, JSON, XML, SQL
Extensive experience working with different JavaScript frameworks (e.g. jQuery, SmartClient, YUI etc).
Experience working with 3rd party APIs and Web Services/RESTful API.
Experience working with databases and LDAP.
Must understand cross-browser quirks and enjoys dealing with them.
Ability to work in an agile development environment.
Desirable Skills:
User interface design experience.
Graphic interface design (using Photoshop or similar tools).
Experience developing applications for mobile devices and HTML5.
Experience with one or more frameworks like GWT, Ruby and Rail.
Knowledge of VoIP technologies and protocols is a plus.
Experience working with offshore/remote teams.
Responsibilities:
Work with product management and other stake holders and develop prototypes/wireframes.
Extend the current product - using current technologies/frameworks.
Design the product with focus on usability, efficiency and scalability.
Take ownership of modules and ensure that it is delivered timely with superior quality.
Architect the UI to enable easy integration with third party applications (create mashups).
Sr. Software Engineer
8x8, Inc. seeks Sr. Software Engineer - Responsible for building and maintaining internal and public facing .NET web applications; maintaining and advancing the ordering portal; working closely with Developers and Web Designers to ensure a consistent look and feel throughout the portal; applying design, coding, and testing principles to User Interface (UI) development; building prototype UIs and developing unique, exciting, and fun-to-use UI designs; troubleshooting, analyzing, and isolating defects and reporting defects to a bug-tracking database; and communicating technical concepts to colleagues and reviewing technical documents for content and accuracy.
Education and Experience: Bachelor's degree or the equivalent in Computer Science/Engineering, Electrical Engineering or a related field and five (5) years of experience as a Software Engineer/Developer, Programmer or Programmer/Analyst or in a related occupation
Desirable Skills:
Experience with web development; maintain web applications using ASP.NET, C#, and Javascript; develop user controls using XML/HTML, Javascript, and ASP.NET; and implement SQL stored procedures with Web Services.
Worksite: Sunnyvale, CA
- Telecommuting is ok.
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.