Senior Technical Support Engineer

at  Genesys

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Description
One of the great things about working at a company like Genesys is our investment in our people. We believe in helping you find your best fit - we want to help you grow.
Job Level
P3
Build something new with a world-class team.
At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?
Job Reports to: Technical Support Manager
Do you like working in a mission-critical role where you will solve complex customer issues each day? Our Cloud Support team works around the clock to identify and resolve our customers’ problems on the first try. If you’re up for a challenge, this role might be for you.
What this role is:
You will be a senior member of the cloud support team supporting Genesys Cloud customers.Our customers contact us by phone, chat, email, or video, and you’ll identify the issue and find the solution to the problem. You won’t be in this alone. We are a team that helps each other and likes to have fun too.
What this role isn’t:
You aren’t at an IT helpdesk changing passwords and turning it off and back on probably won’t work. You will be troubleshooting customer issues with our cloud platform on AWS. You also won’t be able to fix it and forget it. We want you to document and share what you found out with the rest of the team.
Listen to the team:
View the video on YouTube:
https://youtu.be/f3ohkSe5AU4
What you’ll bring to the table:
To be successful in this role, you’ll have 3 years of technical support, software development, and/or other relevant experience.
You need to have strong written and verbal communication skills to connect with the customers and work with your team.
You also need to have patience. Remember, they aren’t calling us because the software is working correctly.
We also look for people who are always willing to learn new things and take on new challenges.

Some details about what you will do:

• You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
• You will be the customer’s contact for providing accurate and creative technical solutions to user problems
• You will call on Subject Matter Experts when you need to escalate an issue
• You will update and document the details of the issues, the steps you took to solve them, follow up conversations, escalations, and resolution in our case management system.
• You will help create and add to knowledge base articles, troubleshooting guides, FAQ’s, and other support collateral
• You will need to stay up to date with all the current & new Genesys Cloud products and features
• You will take part in an on-call roster as necessary, to provide support coverage outside of standard business hours and be available after-hours for emergencies

We would like to see You in our team if you have experience in some of these areas:

• Excellent communication skills in English
• Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
• Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs
• Having experience supporting contact center environments, CTI, PBX, ACD, IVR, CRM, Web technologies: HTTP/XML/ASP/JSP, web servers
• You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.
• You must have a passion for customer satisfaction. This team strives to solve our customers’ issues on the first try
• You need to be able to take complex information and present it in a clear, concise manner and be able to explain it further if required.
• You will have a Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience

About Genesys:
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may submit a request using the Create Request task in Workday. Here is a link to the guide:
https://www.myworkday.com/genesys/learning/course/be64cd26b4091001993ead8a13ec0001?record=be64cd26b40910019ab3b070f9110000&type=9882927d138b100019b928e75843018d
If you have any questions, email
HR@genesys.com
, and someone will assist you.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit
www.genesys.com
.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase

• You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
• You will be the customer’s contact for providing accurate and creative technical solutions to user problems
• You will call on Subject Matter Experts when you need to escalate an issue
• You will update and document the details of the issues, the steps you took to solve them, follow up conversations, escalations, and resolution in our case management system.
• You will help create and add to knowledge base articles, troubleshooting guides, FAQ’s, and other support collateral
• You will need to stay up to date with all the current & new Genesys Cloud products and features
• You will take part in an on-call roster as necessary, to provide support coverage outside of standard business hours and be available after-hours for emergencie