Senior Technical Support Engineer

Customer Care
20000001 Requisition #

The Genesys Cloud Senior Technical Support Engineer is responsible for using independent judgment to interact with customers through email, chat, video conferencing, remote screen sharing, and phone to investigate, understand, and identify solutions to customer problems. In addition, the Engineer will interact with other internal teams as required.

The Engineer must be able to manage multiple customers and customer issues simultaneously, while delivering the highest degree of customer satisfaction. Customer satisfaction, with resolution on first contact, is the number one goal for this position.

Genesys Cloud Support is a 7x24 contact global center environment.  As such, Support Engineers may be required to work in various shifts to ensure availability to our customers.

Please Note: This position is a 2nd shift position, covering 3pm-Midnight (EST)


Responsibilities in Cloud Customer Care

  • Interacting with Genesys customers using the My Support case management system, phone, email, chat, and/or shared screen sessions.
  • Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.
  • Utilize a proactive approach to interact directly with customers, attempting to isolate, reproduce, troubleshoot, and resolve problems using available systems and tools; investigate potential workarounds for verified defects; manage customer expectations; deliver an amazing customer experience.
  • Using My Support, with regular updates, accurately document details of issues, steps taken, follow up conversations, escalations, and resolution.  
  • Interface with Subject Matter Experts, following established escalation and notification paths when necessary.
  • Alert team members of trending issues and share new-found knowledge as applicable.
  • Participate in an ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours.
  • Participate in the creation of and adding to Knowledgebase Articles, Troubleshooting Guides, FAQ’s, and other support collateral.
  • Provide feedback and recommendations to improve internal processes used by the Care team and those teams with which Care interacts.
  • Attend training courses to sustain/enhance product/skill knowledge; follow established guidelines for quality assurance; strive for high levels of customer satisfaction; follow security protocol and ensure that the company is always represented in the most positive manner.
  • Perform other related support duties, as required by the company.


Teamwork, Problem Solving, Communication

  • Works well with Customer Care Team members; assists other team members in problem resolution Works successfully with all Genesys teams involved in the customer life-cycle.
  • Works successfully with all Genesys teams involved in the customer life-cycle.
  • Proactive handling of user inquiries regarding Genesys Cloud products and features to resolve customer issues.
  • Developing knowledge and proficiency in the use and implementation of Genesys Cloud products and features.
  • Maintains an understanding of current & new Cloud products and features
  • Produces well written documentation and demonstrates excellent verbal skills as needed for interacting and communicating with customers; exhibits patience when dealing with difficult customers.
  • Engaged problem-solver who perseveres through challenges to provide timely resolution of customer issues.



  • Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
  • Excellent written and verbal communication skills.
  • Highly sought-after: Fluent Spanish, Portuguese, or Japanese, possessing verbal and written communications skills in said language.
  • Must be comfortable working in fast-paced team environment; can cope under pressure and adhere to stringent timelines
  • Experience supporting Genesys Cloud products is a plus
  • Strong analytical and troubleshooting skills; problem determination and problem-solving skills with attention to detail
  • Technical log reading experience; proficiency reading RawJSON exports and Browser Developer tools output
  • Proven excellence regarding customer facing activities; must have a passion for customer satisfaction and the ability to manage customers’ needs and expectations.
  • 2-4 years of technical support, software development, and/or other relevant experience
  • Telephony: Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
  •  Networking: Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs, etc…
  • Experience with API-based applications and integrations is sought-after
  • Experience with the SalesForce Service Cloud case management tool in a customer care organization and an understanding of cloud-based SaaS environments is sought-after
  • Experience supporting contact center environments, CTI, PBX, ACD, IVR, CRM, Web technologies: HTTP/XML/ASP/JSP, web servers
  • Ability to exercise judgment to determine appropriate solutions for customer’s technical issues


About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog. 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-AR2

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