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 Title: Staff Technical Support EngineerDepartment & Team: CUSTOMER SUCCESS – PRODUCT SUPPORT MULTICLOUD CXReports to: Technical Support ManagerLocation: Manila, PhilippinesPrimary Duties and Responsibilities:Attempt to isolate, reproduce, and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions, and all relevant data.Participate in the creation of Knowledge Base articles, solutions, and other related support collateral.To be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner.To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours.Perform other related support duties, as required by the company.Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.Required Qualities:5+ years of relevant professional experienceGood interpersonal and communication skills, both orally and writtenExcellent problem determination and problem-solving skillsMust be able to work and cope under pressure on limited timelinesRequired Skills:Advanced SIP (Session Initiation Protocol) troubleshooting and implementationGenesys applications such as SIP, GVP, Dialog Flow, Designer, Recording Server, GIR, Feature Server (Voice Mail), CX Contact, etc.Call flow design, script, and routing strategyVOIP/Packet troubleshooting using WiresharkNetworking Skills (TCP/IP, OSI Layers)Operating systems: Windows Server/Linux/CentOS/RedHatNice-to-have-skills:Interaction Routing (Dial plan, Interaction routing strategies/applications, etc.)Knowledge about PBX, IP-PBX, IVRDatabases: MS SQL, OracleProgramming & Scripting knowledge and experience (C, JavaScript, ECMAScript)Web Technologies: HTTP, SOAP, JSON, XML/SCXML/VXML, web servers (IIS, Apache/Tomcat)CRM knowledge: Salesforce, Microsoft Dynamics 365, SAP, SiebelCloud Platforms: AWS and AzureContainerization: Kubernetes, Docker, Helm#LI-RS1About 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.comReasonable 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.