Senior Technical Support Engineer

You will be a member of our Product Support team across all platforms. Our customers contact us by phone, chat, email, or video, and you'll identify the issue and find the solution to the problem. You won't be in this alone. We are a team that helps each other and likes to have fun too. You will be troubleshooting customer issues with our cloud platform on AWS. What you'll bring to the table: To be successful in this role, you'll have 2+ years of technical support, software development, and/or other relevant experience. You need to have strong written and verbal communication skills to connect with the customers and work with your team. You also need to have patience. Remember, they aren't calling us because the platform is working correctly. We also look for people who are always willing to learn new things and take on new challenges. Some details about what you will do:

• You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
• You will be the customer's contact for providing accurate and creative technical solutions to user problems
• You will work with Subject Matter Experts when you need to escalate an issue
• You will update and document the details of the issues, the steps you took to solve it, follow up conversations, escalations, and resolution in our case management system.
• You will help create and add to knowledge base articles, troubleshooting guides, FAQ's, and other support collateral
• You will need to stay up to date with all the current & new Genesys Cloud products and features
• You will take part in an on-call roster as necessary, to provide support coverage outside of standard business hours and be available after-hours for emergencies, If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com . You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness 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. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Do you have experience in XML?, Do you have a Bachelor's degree?, Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements., Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices

• Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs
• Having experience supporting contact center environments, CTI, PBX, ACD, IVR, CRM, Web technologies: HTTP/XML/ASP/JSP, web servers
• You need to be comfortable working in a fast-paced team environment. We operate under pressure and must hit strict timelines to be successful.
• You must have a passion for customer satisfaction. This team strives to solve our customers' issues on the first try
• You need to be able to take complex information and present it in a clear, concise manner and be able to explain it further if required.
• You will have a Bachelor's degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together., Genesys has an authentic, transparent culture, with engagement activities very much employee-driven. With people in over 50 countries, we are very passport diverse and truly global. We create an environment that is fun to work in. We've all basically had new jobs every two years given our massive growth which is what keeps our jobs interesting. If you join us, you'll be joining a fast-paced, high performing team with a modern sensibility towards HR. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com . Reasonable Accommodations