Cloud Support Engineer

This position is for a Cloud TAC Engineer role (in the Technical Assistance Center) at Five9, the Intelligent Cloud Contact Center facilitating over three billion customer interactions per year. You will act as the in-depth technical escalation contact for any customer matters which require complex troubleshooting beyond that which the Technical Support Specialists can provide, and bridge with the Cloud Operations and Engineering teams in order to solve more subtle customer painpoints. As such, you will be comfortable with both customer interaction as well as possessing a solid grasp on various cloud engineering domains. Your key responsibilities will thus be roughly as follows:

• 60% handling escalations emanating from Technical Support, in both ticket form as well as customer calls;
• 25% collaborating with Cloud Operations and with Engineering teams to analyze areas of improvement in code, configuration or system;
• 15% contributing to knowledge base for Technical Support Specialists.

Requirements

• At ease with customer interaction and excellent communication skills with the ability to pick up on nuances. Previous experience in support positions will be strongly appreciated.
• Good situational appraisal skills in order to determine most appropriate course of action.
• Familiar with network programming concepts and protocols
• Working knowledge of CRM / Ticketing systems and common desktop productivity software application (MS Office et al)
• Excellent written and verbal communication skills
• Possess a self-driven attitude
• Familiar with toolsets for analyzing metric and logs data, such as Kibana, Grafana, etc.
• At ease working across cultures and timezones
• BS in Computer Science / Software Engineering, or 4+ years experience in troubleshooting customer-facing software issues.
• Be willing to participate in on call 

In addition to the above, we are looking for solid knowledge in 3 or more of the following skillset sushi menu list. Even though not everyone will have the same specializations, we are looking for pluridisciplinarians who can bridge between various subject matters. 

• Solid understanding of PBX, ACD, CTI or IVR technologies
• Working experience with of VoIP protocols such as SIP, RTP or audio codecs
• Strong experience in developing java applications in heavy networking contexts
• Previous experience developing realtime or low-latency applications
• Excellent understanding of caching mechanisms such as Redis / Elasticache
• Working experience with high availability queueing systems such as RabbitMQ, AMQP, Kafka, ActiveMQ
• Excellent knowledge of Linux operations, at a systems level and in userspace
• Experience administering container orchestration such as Kubernetes, Nomad, etc.
• Working knowledge of configuration management and automation tools such as terraform, ansible, puppet, chef

Benefits:

• Five9 Shares
• Bonus Scheme
• 10% Flexi Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance 
• 25 day Annual Leave + Public Holidays

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