Customer Care
2000018N Requisition #

Job Title: Senior Technical Support Engineer

Department & Team: Customer Care - Customer Success PureEngage

Reports to: Technical Support Manager

Location: Manila, Philippines

Primary Duties and Responsibilities:

  • Attempt to isolate, reproduce, and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
  • Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.
  • Participate in the creation of Knowledge Base articles, solutions and other related support collateral.
  • To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner.
  • To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
  • To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
  • Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours.
  • Perform other related support duties, as required by the company.
  • Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.

Required Qualities:

  • Good inter-personal and communication skills, both orally and written
  • Excellent problem determination and problem-solving skills
  • Must be able to work and cope under pressure on limited timelines

Required Skills:

  • Advanced SIP (Session Initiation Protocol) knowledge and troubleshooting skills
  • Basic Networking Skills (TCP/IP, OSI Layers)
  • Operating systems: Windows Server/Linux
  • VOIP/Packet troubleshooting using Wireshark


  • Knowledge in Genesys contact center environment (SIP Server, URS, ORS, OCS, etc.)
  • Interaction Routing (Dial plan, Interaction routing strategies/applications, etc.)
  • Knowledge about PBX, IVR, Dialers
  • Databases: MS SQL, Oracle
  • Programming & Scripting knowledge and experience (C, JavaScript, ECMAScript)
  • Web Technologies: HTTP, SOAP, JSON, XML/SCXML/VXML, web servers (IIS, Apache/Tomcat)
  • CRM knowledge: Salesforce, Microsoft Dynamics 365, SAP, Siebel

About Us

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

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.


Job Location

Manila, Philippines

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