Senior 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 Description​Job Title: Sr. Technical Support EngineerJob Location: USAJob Reports to Technical Group ManagerJob Summary:The Genesys Senior Technical Support Engineer is responsible for using independent judgment to interact with customers through email, chat, and phone to investigate, identify and create solutions in addition to interfacing with other internal teams as required.The Engineer must be able to manage multiple customers and customer issues simultaneously while striving and maintaining the highest degree of customer satisfaction. Customer Satisfaction with resolution on first contact is the number one goal for this position. Genesys Cloud Support is a 7x24 contact global center environment. As such, Support Engineers may be required to work in various shifts to ensure availability to our customers. Responsibilities in Cloud Customer Care:Interacting with customers submitting issues using the SalesForce case management tool, “My Support” using emails, voice calls, and online shared sessions/meetings  Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and complex nature  Using a proactive approach, interact directly with customers attempting to isolate, reproduce, troubleshoot, and resolve problems using available systems and tools, investigate potential workarounds for verified defects, and manage customer expectations to maintain customer satisfaction.  Follow proper case management processes using a case management system, and meet all service-level targets  Interface with Subject Matter Experts, following established escalation and notification paths when necessary where the problem cannot be resolved through initial troubleshooting. Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours. Participate in the creation of and adding to Knowledge articles, Troubleshooting Guides, FAQs, and other related support collateral. • Review all open cases in a product skill  Participate in the creation of and adding to Knowledge articles, Troubleshooting Guides, FAQs, and other related support collateral.  Review all open cases in a product skill group, identifying bugs and trends across cases to drive resolution  Act as liaison to DevOps for software issue identification and resolution. Act as liaison to Product Management for feature releases, sharing information across product skill groups in advance of releases. Identify and manage Critical incidents for customer or platform outages, using established processes. Provide technical evaluation and feedback loop for partners, and cultivate relationships with partner support teams. Develop and deliver training for product skill areas to colleagues, partners, and customers. Provide analysis and feedback to help process improvement internally to the Care team and those teams Care interacts with for improvements in customer satisfaction.  Attend training courses to sustain/enhance product knowledge, follow established guidelines for quality assurance, high level of customer satisfaction, and security measures, and ensure the company is always represented in the most positive manner.  Perform other related support duties, as required by the company.  Teamwork, Problem-Solving, Communication:Works well with Customer Care team members, willing and able to assist other team members in problem resolution. Works successfully with expert help members of Engineering, Quality Assurance, Operations, Offer Mgmt., Professional Services, and other teams necessary for solutions.Troubleshoot customer issues with respect to Genesys Cloud products to resolve problemsDeveloping knowledge and proficiency in the use and implementation of Genesys Cloud ProductsMaintains a current understanding of current & new product featuresShare updates on the implementation and troubleshooting of new product features with the team as necessaryProduces well-written documentation and demonstrates excellent verbal skills as needed for interacting and communicating with customers along with patience when dealing with difficult customersEngaged problem-solver who perseveres in challenges through to a swift resolutionFocus on customer success and customer experience during troubleshooting and resolutionQualifications Bachelor’s degree in computer science, Computer Technology, related technical discipline, or equivalent professional technical experience.Fluent in English, and possess excellent verbal and written communications skillsMust be comfortable working in a fast-paced team environment, can cope under pressure and work to stringent timelinesExperience supporting Genesys Cloud products is a plusProven excellence with customer-facing activities. Must have a passion for customer satisfaction and the ability to manage customers’ needs and expectations.5-7 years of software technical support and/or development or other relevant experienceExperience with SalesForce Case Mgmt. tool, in a customer service organization, good understanding of cloud-based SaaS environment is a plusExperience supporting contact center environments, CTI, PBX, ACD, IVR, CRM, and Telephony: ISDN, E1/T1, SS7, CAS/CCS, QSIG, Web technologies: XML/ASP/JSP (not required), web servers (IIS, Apache/Tomcat, Web Sphere), HTTPExperience with VoIP communications, SIP communication protocols, and networking protocolsNetwork Certifications with Voice specialization a plus (CCNP: Collaboration or equivalent)Excellent communication skillsAbility to exercise judgment to determine appropriate solutions to customer technical issuesSelf-sufficiency and a drive to expand knowledge base beyond the required curriculumProficiency in Microsoft Operating Systems and Microsoft Office, WindowsStrong analytical and troubleshooting, problem-determination, and problem-solving skills with attention to detailAbility to present complex information in a clear, concise manner.Ability to work in a team environment.Ability to multi-task, prioritize and be detail oriented.Ability to take initiative and be proactive.Work ContextCommunicates regularly with customers, colleagues, and management.Uses computers frequently.Works at desk 100% of the work day.Communicates with customers, discerns key issues, and recommends solutions.Regularly present product information to customers and partners.Compiles product information from multiple sources and writes documentation.Travels to customer and business sites including international locations (less than 10%)Available after-hours for emergency situations.Compensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  $61,750.00 - $128,250.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf 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.