Sr. Technical Support Engineer (E-Services & Digital)

Customer Care
2000018K Requisition #

Job Summary:


In order to succeed in this role, the candidate will need to be able to demonstrate the following skills:

  • Strong Application/Production support exp in .Net or Java
  • Should have done 24*7 support
  • Fair understanding of basic coding in .net or Java
  • Strong experience in Genesys Framework/Products, e-services, Social media components would be added advantage
  • Good inter-personal and communication skills, both orally and written
  • Excellent problem determination and problem-solving skills
  • Must be able to cope under pressure and work to stringent timelines


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

  1. Perform 2nd level diagnosis, troubleshooting and resolution of complex customer issues on a range of software products and subsystems, in order to ensure customer satisfaction is to the highest possible level at all times. Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
  2. Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.
  3. Participate in the creation of Knowledge Base articles, solutions and other related support collateral.
  4. To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.
  5. To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
  6. To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organisation.
  7. Participate in a shift and on-call roster as necessary, to provide support coverage outside of standard business hours.
  8. Perform other related support duties, as required by the company.
  9. Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.


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 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

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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