Customer Care
200000UX Requisition #

Senior Technical Support Engineer is responsible to provide technical assistance to Partners and Customers, running Genesys Engage Solutions on-Premises and these, who subscribed to Genesys Engage Cloud Offerings. 


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



  • 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 internals 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 about 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 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



  • BA or BS in Computer Science or Engineering, or related technical fields

  • 4+ years of software technical support and/or development, or other relevant experience

  • Experience in supporting contact center environments (On-premises or Cloud based) is preferred


Qualifications/Skills Desired and Preferred:

  • Operating systems: Windows and Linux

  • Databases: Oracle, PostgreSQL, MS SQL

  • TCP/IP Networking

  • Knowledge and relevant experience in the following areas: SIP and RTP

  • SIP system components (media gateways, proxies, end-points, etc.)

  • Understanding of the SIP messages and responses

  • Web technologies: XML/ASP/JSP, web servers (IIS, Apache/Tomcat, Web Sphere), HTTP

  • Experience supporting Historical and Realtime Reporting solutions



 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



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 #LI-CC1


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.


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