Staff Technical Support Engineer

Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Job DescriptionJob Title: Staff Technical Support EngineerDepartment & Team: CSS - Genesys Cloud Product SupportReports to: Christopher ManaloLocation: Manila, PhilippinesSummary:The Genesys Cloud Staff Technical Support Engineer is responsible for providing advanced technical support for our Partners and customers and is accountable for the technical development of our product support team. Our Staff Engineers are our subject matter experts in their area of the product and are the most highly skilled technical resources within our team.Genesys Customer Care is a 7x24 contact center environment.  As such, the Staff Technical Support Engineer may be required to work in various shifts to ensure availability to our customers.Responsibilities Assists with highly technical problems identified through case observations and as requested for Expert HelpOperate as the gatekeeper for technical issues that require assistance from our development and engineering teamsAssist with the resolution of complex support issues through investigation, replication, and troubleshooting Identify trends and associations of technical issues that could be indicators of a product issueOwnership of critical incidents, including internal communications, assisting with restoration efforts, and delivery of Root Cause AnalysisGathers training needs and collaborates with Training team to develop and deliver technical training sessionsAssist team manager with client and internal account level escalation managementCommand customer situations, at times engaging with the senior and executive level leaders of our clientsCollaborate with various internal teams – including R&D, QA, Technical Publications, Technical Account Management, and Genesys Platform Operations to resolve support issuesMaintain an expert level of knowledge on Genesys Cloud UI (User Interface) through training and hands-on experienceFoster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.Assist with maintaining accurate technical documentationImpact KPI (Key Performance Indicators) performance by assisting with and preventing aged cases for quicker resolutionParticipate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hoursContribute to and assist with the delivery of team technical trainingAssist with recruiting, technical interviewing and onboarding of new team membersEducation/Experience:BA or BS in Computer Science preferred but candidates with relevant experience will also be consideredExperience in supporting AWS based deploymentsExperience in supporting contact center environments (On-premises or Cloud based) is preferred2+ years of experience supporting Genesys ProductsQualifications/Skills Required:Achievement of GCS Certification for Genesys Cloud UI and capability to pursue and obtain all GCS CertificationsFamiliarity with SUMO logic query language for UIProficiency in utilization of New Relic to identify issuesFamiliarity with Genesys Cloud reporting & analytics for monitoring team performanceDesire to achieve AWS CertificationWith strong background in Analytics, Reporting and WFM.In addition, the following qualifications and skills would be an asset:Web technologies: Tomc Json, Java, JavaScript, Shell Scripting languages, SSO, HTML, CSSProgramming languages: Java, C#/.NET, Python, Node.jsOperating systems: Windows (11, 10, 8, Server 2016)Experience with analyzing application processes memory dumpsExperience with Command Line Interface (CLI) and shell scripting languagesDatabases: Oracle, PostgreSQL, MS SQLExperience with installation and simple configurationExperience with monitoring database/SQL execution performancePersonal/Soft skills:         Ability to work independently with quality work habitsStrong analytical and troubleshooting skills with attention to detailStrong customer focus and empathyKeen sense of ownership and pride in a job well doneExcellent communication skills (written and oral)Fluent English language skills are requiredMust be able to cope under pressure and work within stringent timelines#LI-DD1#LI-Hybrid If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of 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.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.