Customer Care
2000005D Requisition #

The Genesys PureCloud 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 a resolution on the first contact, is the number one goal for this position. Genesys Cloud Support is a 24x7 contact global center environment.  As such, Support Engineers may be required to work in various shifts to ensure availability to our customers.


Responsibilities in Cloud Customer Care

  • Interacting with Genesys customers using the My Support case management system, phone, email, chat, and/or shared screen sessions

  • A 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

  • Proactive handling of user inquiries regarding Genesys PureCloud products and features to resolve customer issues

  • Developing knowledge and proficiency in the use and implementation of Genesys PureCloud products and features

  • Maintains an understanding of current & new PureCloud 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 Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience

  • Communication:

  • English fluency required

  • 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 a 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

  • Ability to present complex information in a clear, concise manner

  • Ability to work in a team environment

  • Ability to multi-task, prioritize, and be detail-oriented

  • Ability to take initiative and be proactive

Technical Skills

  • 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 experience with support or development of API-based applications and SaaS integrations

  • 2-4 years of technical support, software development or knowledge of JavaScript, JSON, VXML, Python, C#, Java, Ruby, Swift, Regular Expressions, and/or other relevant experience

  • Experience and/or working knowledge of RESTful Web Services and OAuth.

  • 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 the SalesForce Service Cloud case management tool in a customer care organization and an understanding of cloud-based SaaS environments

  • 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

  • Self-sufficiency and a drive to expand personal knowledge beyond the required curriculum

  • Proficiency in Microsoft Operating Systems and Microsoft Office

About Genesys

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 ServiceSM 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 CloudTM, 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. #LI-CC1

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