sr. Technical Support EngineerGenesys

Sr. Technical Support Engineer (Reporting & Analytics)
Summary of the Position:
As part of the Customer Care Team, the Sr. Technical Support Analyst will be responsible for the troubleshooting, resolution, and communication of customer issues reported to Genesys Customer Care.
Responsibilities:
Resolve technical issues of the Genesys Reporting & Analytics product suite for Genesys Customers and Partners around the world.
Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration.
Understand how the issue impacts the Genesys solution and request appropriate information to resolve it.
Log and Track issues within Sales Force CRM solution including research, customer communication, and updates as the problems are being worked.
Build and maintain test environments/labs for troubleshooting and testing.
Understand and set issue priority based upon urgency and business impact.
Work in a tier-less support model with collaboration from other support engineers when necessary to resolve difficult issues.
Maintain ownership of customer reported issues until resolved.
Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction.
Close issues with a concise written resolution and root cause analysis when confirmed by customer
Contribute to the public Genesys knowledgebase
Availability for shift-based work (24/7) during weekends and holidays
Strong analytical and troubleshooting skills with attention to detail
Excellent communication skills (written and verbal)
Strong sense of ownership with ability to take control of difficult and/or chaotic situations
Can handle high stress situations.
Qualifications/Skills Required and Preferred:
Experience with the following technologies:
2-4 years of Software or Application support and/or development.
Strong knowledge in the following RDBMS (Oracle, MS-SQL, PostgreSQL, DB2)
Knowledgeable in SQL
Experience in supporting contact center environments is preferred.
Networking fundamentals and protocols (e.g. TCP/IP, FTP, DHCP, Telnet, etc.)
Ability to read log files and understand patterns to detect abnormalities.
Needs to meet SLA contracts with customers and sometimes juggle many concurrent issues.Experience with the following is a plus:
Genesys Solutions (Framework & Reporting)
Experience in using the following: Putty, FTP, WinSCP, Active Directory, Virtual Machine
Knowledge in MicroStrategy/ Kubernetes
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 Us:
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 www.genesys.com.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
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