senior Technical Support EngineerGenesys

Position: Senior Technical Support Engineer
Summary:
Senior Technical Support Engineer is responsible to provide technical assistance to Partners and Customers, running Genesys Engage Solutions on-Premises and these, who subscribed to Genesys Engage Cloud Offerings.
Genesys Customer Care is a 7x24 contact center environment. As such, Senior 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 internals 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 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
Shift work and after-hours on-call coverage required
Education/Experience:
BA or BS in Computer Science or Engineering, or related technical fields
4+ years of software technical support and/or development, or other relevant experience
Experience in supporting contact center environments (On-premises or Cloud based) is preferred
Qualifications/Skills Desired and Preferred:
Operating systems: Windows and Linux
Databases: Oracle, PostgreSQL, MS SQL
TCP/IP Networking
Knowledge and relevant experience in the following areas: SIP and RTP
SIP system components (media gateways, proxies, end-points, etc.)
Understanding of the SIP messages and responses
Web technologies: XML/ASP/JSP, web servers (IIS, Apache/Tomcat, Web Sphere), HTTP
Experience supporting Historical and Realtime Reporting solutions
Knowledgeable in cloud technologies: Docker, Kubernetes, containers, Monitoring tools
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
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 ServiceSM 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 CloudTM, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit .
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.
Job Location
Manila, Philippines
Position Type
Full-Time/Regular
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Genesys

Manila City, Metro Manila
Permanent
Full-time