senior Technical Support EngineerGenesys

Job title: Sr. Technical Support Engineer - Business Applications
Location: Manila, Philippines
Job Summary
What You'll Do:
Perform diagnosis, troubleshooting and resolution of complex customer issues on a range of software products and subsystems, to ensure customer satisfaction is always to the highest possible level.
How You'll Do It:
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.
General Skills and Experience You Have:
Good interpersonal and communication skills, both orally and written
Excellent problem determination and problem-solving skills
Must be able to cope under pressure and work to stringent timelines
Able to learn quickly and independently
BA or BS in Computer Science or Engineering, or related technical fields
2+ years of software technical support and/or development, or other relevant experience
CRM knowledge: Salesforce, Siebel, SAP, etc.
Defect tracking systems such as JIRA
Technical Skills You Have:
Web technologies: web servers (IIS, Apache/Tomcat, Jetty), HTTP, REST
Solid knowledge of at least one programming language such as Java, Python or C++
Operating systems: Windows and UNIX (Solaris, Linux, others)
TCP/IP Networking
Databases: MS SQL, Oracle, Postgres
Knowledge of Cassandra and ElasticSearch is a plus
Understanding of Docker, Kubernetes and other Cloud-related technologies is a plus
Languages: Fluent English
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
#LI-RS1
Genesys

Manila City, Metro Manila
Permanent
Full-time