Senior Engineer - IT Support

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

About the Role

At 8x8, we’re not just building great communications technology - we’re reimagining how work gets done, and AI is at the center of that. If you’re the kind of IT professional who sees AI tools not as a novelty but as a genuine force multiplier - and you naturally reach for automation, smart tooling, and emerging technology to solve problems - this role was written for you.

We’re looking for an experienced IT Support Engineer based in Singapore to join our Internal IT Operations team. You’ll support and enhance 8x8’s enterprise infrastructure and services across a dynamic, multi-domain environment - bringing technical depth, a bias for continuous improvement, and genuine enthusiasm for leveraging AI to raise the bar on what IT can deliver.

This isn’t a role where you wait for tickets to arrive. You’ll think independently, take initiative, and use every tool at your disposal - including the latest AI tools - to drive productivity, reduce toil, and deliver outcomes that matter.

What You’ll Do

You will support and enhance 8x8’s enterprise infrastructure, systems, and services across multiple technical domains, including:

AI-Augmented IT Operations

• Actively use AI tools (including 8x8’s approved platforms: Airia, Google Gemini, Claude) to accelerate your own work - from drafting documentation to triaging incidents and analyzing patterns

• Identify and implement AI-driven workflow automation opportunities across IT operations processes

• Contribute ideas and build lightweight automations using tools like n8n, BetterCloud, and AI-native integrations to reduce manual toil

• Advocate for AI-assisted approaches within the team, sharing what works and helping colleagues build their own AI fluency

End-User Technology & Endpoint Security

• Support PCs and  Macs, managing laptop builds and lifecycle processes

• Own, administer, and continuously improve our endpoint security platform stack - including MDM (mobile device management), BYOD/Work Application Isolation, DLP (data loss prevention), Data Containment, and Zero Trust access controls - serving as the team’s primary SME across these domains

• Support user onboarding/offboarding and productivity tooling, leveraging automation where possible

• Staff our end-user IT Support walk-up desk - real-time triage, assistance, and issue remediation

Endpoint Security & Access Platform Ownership

• Act as the primary platform owner for MDM - evaluating, deploying, and administering mobile device management tooling for both corporate-owned and BYOD endpoints across Windows, macOS, iOS, and Android

• Own and operate BYOD and Work Application Isolation platforms (e.g. Venn Blue Border, Ivanti/MobileIron), defining policy, onboarding workflows, and data containment boundaries to enable secure access from unmanaged personal devices

• Define and enforce DLP (Data Loss Prevention) policies across endpoint, cloud, and application layers - working closely with Security and Compliance to prevent unauthorized data exfiltration and meet regulatory requirements

• Administer and mature our Zero Trust access framework - including identity-aware policies, device compliance enforcement, and integrations across SSO, ZTNA, and conditional access platforms (e.g. Okta, Zscaler, Cloudflare Access, Microsoft Entra ID)

• Own the Data Containment strategy for endpoints - defining what data can reside where, establishing controls to prevent corporate data leakage onto personal storage or unmanaged applications, and validating those controls through regular review

• Evaluate emerging endpoint security and access technologies, build business cases where warranted, and lead platform migrations or consolidations in partnership with the broader IT and Security teams

Infrastructure, Systems, & Networking

• Assist Team SMEs in maintaining, supporting, and troubleshooting:

• network infrastructure: switches, routers, wireless access points, firewalls, circuits, and structured cabling

• Global corporate systems and applications

• 8x8 Enterprise IT Services 

Audio Visual

• Support and troubleshoot AV systems within meeting rooms and collaborative spaces

• Provide on-site technical support for events hosted in the Singapore office

Service Excellence & Governance

• Deliver secure, scalable, and efficient IT solutions

• Standardize and optimize processes to improve operational efficiency, using automation and AI where appropriate

• Contribute to policies and governance to maintain a strong cybersecurity posture

• Conduct and present root cause analysis (RCA) for incidents

• Lead complex infrastructure projects with appropriate planning and governance

• Manage the lifecycle of Problem records through to permanent resolution

• Identify stability and performance trends requiring architectural improvements

Continuous Improvement & Leadership

• Maintain and continuously improve standards, governance, documentation, and knowledge management practices - including AI-generated and AI-assisted documentation

• Drive ITSM maturity through improved processes and best practices

• Create and maintain support procedures, operating standards, and training materials

• Train and mentor IT support staff, peer engineers, and end users - including helping the team/organization build confidence with AI tools

• Build strong collaborative relationships with vendors and business stakeholders

What We’re Looking For

Qualifications (Required)

• Bachelor’s degree in Computer Science, Information Technology, or a related field

• Must possess relevant experience in IT Support or IT Operations roles

• Demonstrated enthusiasm for AI tools and a habit of applying them to real work - not just awareness of them

• A mindset of curiosity: you read about what’s changing in IT and AI, and you experiment

• The ability to work and think independently, be a self-starter, take initiative, and be highly effective with or without detailed work direction is an absolute must

• Must be able to work non-traditional work hours as needed (including from home over high-speed Internet (not provided)), and occasional off hours to control interruptions to critical services and minimize business impact

• Ability to work in-person at the 8x8 Singapore location full-time (5 days per week) with flexibility to cover any of the 7 days of the week

• Ability to (potentially frequently) lift and move equipment weighing throughout the office for various business needs 

• The person in this position needs to occasionally move about inside the office to access and deploy IT equipment to multiple office floors, and within various physical conditions and environments

Preferred Qualifications

Experience provisioning, administering, and supporting:

Why 8x8?

We’re a Silicon Valley-founded, Nasdaq-listed company powering customer experience for organisations around the world - and we’re doing it with an increasingly AI-native approach. Internal IT at 8x8 isn’t a back-office function - we’re a team that shapes how the business operates, experiments with technology, and leads from the front.

You’ll have direct access to 8x8’s approved AI tool stack - including Airia, Google Gemini Workspace, and Claude.ai Enterprise - and the latitude to use them meaningfully in your day-to-day work and in the solutions you build for the business.

If you want a role where your curiosity about AI is an asset, not a side interest, we’d love to hear from you.

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