Genesys empowers more than 8,000 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 experiences 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.
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.
Staff Technical Support Engineer
The Genesys Cloud Staff Technical Support Engineer is responsible for providing advanced technical support for our Partners and Customers and is accountable for the technical development of our Product Support team. Our Staff Engineers are our subject matter experts in their area of the product and are the most highly skilled technical resources within our team.
The Genesys Cloud Staff Technical Support Engineer will be working our APAC Shift and the position requires IRAP eligibility.
Genesys Product Support is a 7x24 contact center environment. As such, the Staff Technical Support Engineer may be required to work in various shifts to ensure availability to our customers.
This role opens up opportunities for applicants based in Sydney, Brisbane, Canberra, Melbourne, Adelaide and Perth

Primary Responsibilities

• Assists with highly technical problems identified through case observations and as requested for Expert Help
• Operate as the gatekeeper for technical issues that require assistance from our development and engineering teams
• Assist with the resolution of complex support issues through investigation, replication, and troubleshooting
• Identify trends and associations of technical issues that could be indicators of a product issue
• Ownership of critical incidents, including internal communications, assisting with restoration efforts, and delivery of Root Cause Analysis
• Gathers training needs and collaborates with Training team to develop and deliver technical training sessions
• Assist team manager with client and internal account level escalations
• Command customer situations, at times engaging with the senior and executive level leaders of our clients
• Collaborate with various internal teams – including R&D, QA, Technical Publications, Technical Account Management, and Genesys Platform Operations to resolve support issues
• Maintain an expert level of knowledge on Genesys Cloud UI (User Interface) through training and hands-on experience
• Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.
• Assist with maintaining accurate technical documentation
• Impact KPI (Key Performance Indicators) performance by assisting with and preventing aged cases for quicker resolution
• Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours
• Contribute to and assist with the delivery of team technical training
• Assist with recruiting, technical interviewing and onboarding of new team members

What do you need to have?

• BA or BS in Computer Science preferred but candidates with relevant experience will also be considered
• 7+ years of relevant experience in customer-facing, business or technical teams in a fast-paced, dynamic environment
• Experience in supporting contact center environments (On-premises or Cloud based) is preferred
• 2+ years of experience supporting Genesys Cloud Products
• Experience in supporting AWS based deployments

Qualifications/Skills Required:

• IRAP Eligibility
• Capability to pursue and obtain all GCS Certifications
• Familiarity with SUMO logic query language
• Proficiency in utilization of New Relic to identify issues
• Familiarity with Genesys Cloud reporting & analytics for monitoring team performance
• Desire to achieve AWS Certification
• Must be able to cope under pressure and work within stringent timelines

In addition, the following qualifications and skills would be an asset:

• Web technologies: Tomcat Json, Java, JavaScript, Shell Scripting languages, SSO, HTML, CSS
• Programming languages: Java, C#/.NET, Python, Node.js
• Operating systems: Windows (11, 10, 8, Server 2016)
• Experience with analysing application processes memory dumps
• Experience with Command Line Interface (CLI) and shell scripting languages
• Databases: Oracle, PostgreSQL, and MS SQL
• Experience with installation and simple configuration
• Experience with monitoring database/SQL execution performance

Personal/Soft skills:

• Ability to work independently with quality work habits
• Strong analytical and troubleshooting skills with attention to detail
• Strong customer focus and empathy
• Keen sense of ownership and pride in a job well done
• Excellent communication skills (written and oral)
• Fluent English language skills are required
• Proficiency in Japanese is desired.

Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role, you must be legally permitted to work in Australia.

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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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

• Assists with highly technical problems identified through case observations and as requested for Expert Help
• Operate as the gatekeeper for technical issues that require assistance from our development and engineering teams
• Assist with the resolution of complex support issues through investigation, replication, and troubleshooting
• Identify trends and associations of technical issues that could be indicators of a product issue
• Ownership of critical incidents, including internal communications, assisting with restoration efforts, and delivery of Root Cause Analysis
• Gathers training needs and collaborates with Training team to develop and deliver technical training sessions
• Assist team manager with client and internal account level escalations
• Command customer situations, at times engaging with the senior and executive level leaders of our clients
• Collaborate with various internal teams – including R&D, QA, Technical Publications, Technical Account Management, and Genesys Platform Operations to resolve support issues
• Maintain an expert level of knowledge on Genesys Cloud UI (User Interface) through training and hands-on experience
• Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.
• Assist with maintaining accurate technical documentation
• Impact KPI (Key Performance Indicators) performance by assisting with and preventing aged cases for quicker resolution
• Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours
• Contribute to and assist with the delivery of team technical training
• Assist with recruiting, technical interviewing and onboarding of new team member