Application Support Engineer

8x8inc; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

8x8inc is seeking an experienced Tier 3 Technical Support specialist to assist enterprise customers remotely. You will investigate complex configuration, service, and integration issues, coordinate with customers and internal technical teams, and help resolve defects or operational problems.

Responsibilities include diagnosing defects, reproducing issues with internal tools, and coordinating communications across customers, support, engineering, and product management to ensure timely

Qualifications

• At least 4 years supporting enterprise customers in a technical role.
• Working knowledge of MySQL and APIs with debugging tools such as OCI, Amplitude, Grafana.
• Familiarity with network infrastructure and protocols (SIP, HTTP/HTTPS, SSH, UDP, TCP).
• Strong written and verbal communication with organizational skills and prioritization.
• Technical degree, certifications, or comparable experience; AI-enabled tools experience is a plus.

Responsibilities

• Work with customers remotely to configure applications and troubleshoot service or integration issues.
• Analyze product behavior, customer configurations, and logs to identify causes and resolutions.
• Qualify reported defects, assess their impact, and route them to the appropriate team or manage them through resolution.
• Reproduce customer issues with internal tools and engineering teams, and help develop fixes where possible.
• Report operational incidents, maintenance problems, and product bugs to engineering.
• Coordinate communication among customers, support, engineering, and product management.

Skills

Communication skills

Education

Technical degree or certifications

Tools

MySQL

APIs

OCI (Oracle Cloud)

Amplitude

Grafana

Job description

Role overview

Provide advanced technical support for enterprise customers using software and integrated services. As a Tier 3 escalation point, you will investigate complex configuration, service, and integration problems, coordinate with customers and internal technical teams, and help resolve defects or operational issues.

Responsibilities

• Work with customers remotely to configure applications and troubleshoot service or integration issues.


• Analyze product behavior, customer configurations, and logs to identify causes and recommend resolutions.


• Qualify reported defects, assess their impact, and route them to the appropriate team or manage them through resolution.


• Reproduce customer issues with internal tools and engineering teams, and help develop fixes where possible.


• Report operational incidents, maintenance problems, and product bugs to engineering.


• Coordinate communication among customers, support, engineering, and product management.

Requirements

• At least 4 years supporting enterprise customers in a technical support role.


• Working knowledge of MySQL and APIs, with experience using tools such as OCI, Amplitude, Grafana, or similar for debugging.


• Familiarity with network infrastructure and protocols such as SIP, HTTP/HTTPS, SSH, UDP, and TCP.


• Understanding of computer and mobile operating systems, including Windows, macOS, iOS, or Android.


• Strong written and verbal communication, organization, and prioritization skills; able to manage competing demands.


• Technical degree, relevant certifications, or comparable experience; experience using AI-enabled tools to improve work is also requested.

Nice to have

• Exposure to web programming languages such as PHP, JavaScript, Node.js, or Python.


• Knowledge of enterprise communications products and platforms.