📁
Customer Care
📅
220001OS Requisition #

Summary:

 

Senior Technical Support Engineer is responsible to provide technical assistance to Partners and Customers, running Genesys Engage Solutions on-Premises or in a Cloud environments.

 

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

 

Responsibilities :

 

  • 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
  • Have a technical background in accordance with the requirements set out below

 

Education/Experience:

 

  • BA or BS in Computer Science or Engineering, or related technical fields
  • Experience in supporting Microsoft Azure based deployments preferred but not mandatory
  • Experience in supporting Enterprise software and contact center environments (On-premises or Cloud based) is preferred
  • 4+ years of software technical support and/or development, or other relevant experience
 

 

Qualifications/Skills desired:

  • TCP/IP Networking including use of packet tracing utilities
  • Thorough knowledge and relevant experience in SIP and RTP
    • An excellent understanding of the SIP messages and responses
    • SIP system components (media gateways, proxies, end-points, etc.)
  • Microsoft Azure:
    • Strong technical knowledge and experience with Azure ARM, Azure CLI, Azure PowerShell, YAML and Serverless Technologies
    • Azure dashboards 
  • 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

 

Personal/Soft skills:        
 

  • 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

Benefits 

  • Medical, Dental, and Vision Insurance
  • Paid Parental Leave
  • 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.

As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.


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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.  

 

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.  


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.


Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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