📁
Customer Care
📅
210000SZ Requisition #

Genesys is looking for a Staff Technical Support Engineer to join our Genesys Customer Care team! As a Staff Technical Support Engineer, you will be responsible for providing technical assistance to Partners and Customers, running Genesys Engage Solutions on-Premises to those subscribed to Genesys Engage Multicloud Offerings. 

Genesys Customer Care is a 7x24 contact center environment.  As such, Staff Technical Support Engineer may be required to work in various shifts to ensure availability to our customers.


What you will do:

  • Respond to reported support issues in a timely manner via Genesys' Case Management tool (Salesforce.com / PagerDuty)
  • Collect logs related to customer affecting issues and investigate for possible root cause
  • Resolve support issues through investigation, replication, and troubleshooting  
  • Participate in internal and customer facing calls related to support issues
  • Interact directly with customers to obtain additional information or to provide status updates or resolutions
  • Interact with various internal teams – R&D, QA, Technical Publications,Technical Account Management, Genesys Platform Operations to resolve support issues
  • Organize and lead conference calls during customer-affecting service interruptions
  • Become knowledgeable on Genesys products through training and hands-on experience
  • Identify improvements to process and seek ways to improve customer satisfaction
  • Update Knowledge Base upon resolution of a support issue to document the solution for future reference
  • Ensure Service Level Targets for Case Response and Resolution times are met
  • Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours.
  • Attend, and eventually deliver, training courses to sustain/enhance product knowledge


What you will need to succeed in this role:

  • BA or BS in Computer Science or Engineering, or related technical fields
  • Experience in supporting Microsoft Azure based deployments
  • Experience in supporting contact center environments (On-premises or Cloud based) is preferred
  • 4+ years of software technical support and/or development, or other relevant experience
  • Ability to work independently with good quality work habits
  • Strong analytical and troubleshooting skills with attention to detail
  • Strong customer focus
  • Excellent communication skills (written and oral)
  • Fluent English skills are required
  • Must be able to cope under pressure and work to stringent timelines
  • Strong technical knowledge and experience with Azure ARM, Azure CLI, Azure PowerShell, YAML and Serverless Technologies
  • Azure dashboards 

 

Nice to haves:

  • Amazon Web Services (AWS) knowledge and experience
  • Containerization:
  • Docker and Kubernetes
  • Helm
  • Web technologies: Tomcat, NGINX, Jetty
  • Operating systems: Windows, RedHat, CentOS
  • Processes monitoring tools, utilities and commands
  • Experience with analyzing application processes memory dumps
  • Experience with Command Line Interface (CLI) and shell scripting languages
  • Databases: Oracle, PostgreSQL, MS SQL
  • Experience with installation and simple configuration
  • DDL/DML
  • Experience with monitoring database/SQL execution performance
  • Experience in development/support of Real-time and Historical reporting solutions

​​​​​​​

Benefits:

  • Medical, Dental, and Vision Insurance
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance 
  • Infertility treatments


See more Genesys benefits information at https://mygenesysbenefits.com/

 

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 


About Genesys:

Every year, Genesys® orchestrates more than 70 billion 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.


Genesys is an equal opportunity employer committed to diversity 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.

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