📁
Customer Care
📅
21000122 Requisition #

Job Description

Position:              Staff Technical Support Engineer

Summary:

Staff 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, Staff 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
  • 8+ 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
  • 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. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 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® 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 Serviceā„  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 Cloud™, 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, 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. #LI-SG1

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