Associate Cloud Engineer - Five9

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Associate Cloud Engineer

This position is for an Associate Cloud 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 pain points. 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.

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. Skillset Sushi Menu (3 or more)

• 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 mangement and automation tools such as terraform, ansible, puppet, chef

Hours: this team is 24x7 and globally staffed. However, scheduling rotations will be in place to cover weekends.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.