Sr. Technical Support Engineer (Genesys Products/Frameworks)

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Customer Care
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210002E6 Requisition #

Job Description

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, 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 internals teams – R&D, QA, Technical Publications,Technical Account Management, DevOps (for Cloud)Genesys Platform Operations to resolve support issues
  • Organize and lead conference calls during customer-affecting service interruptions
  • Hands-on/working experience in Containerzation environment includes Docker/K8s/OpenShift is preferred
  • 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 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
  • 4+ years of software technical support and/or development, or other relevant experience
  • Experience in supporting contact center environments (On-premises or Cloud based) and container based-platform experience is preferred

Qualifications/Skills Desired and Preferred:

  • Operating systems: Windows, RedHat, CentOS
      1. Processes monitoring tools, utilities and commands
      2. Experience with analyzing application processes memory dumps
      3. Experience with Command Line Interface (CLI) and shell scripting languages
  • Databases: Oracle, PostgreSQL, MS SQL
      1. Experience with installation and simple configuration
      2. DDL/DML
      3. Experience with monitoring database/SQL execution performance
  • Networking:
      1. foundation and principals;
      2. Firewall principals
      3. experience with Wireshark network protocol analyzer
  • Client/Server application architecture
  • Microsoft Azure:
      1. foundation and principals;
      2. Azure dashboard 
      3. Microsoft fundamental trainings are plus
  • Containerization:
      1. Docker and Kubernetes
      2. Helm
      3. OpenShft
  • Web technologies: Tomcat, NGNX, Jetty
  • Experience supporting Historical and Realtime Reporting solutions is a plus
  • Experience supporting Contaiserization Enviornment (Docker, K8s, Opeshift) is plus

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

 

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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