Technical Support EngineerGenesys

Job title: Technical Support Engineer - Business Applications
Location: Manila, Philippines
Job Summary:
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.
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.
General Skills and Experience:
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:
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.
Genesys encourages everyone who can get vaccinated to get vaccinated; it's the most empathetic thing we can do for our own health and the health of those around us. At this time, Genesys does not require new hires be fully vaccinated. However, where legally permissible, Genesys will only welcome vaccinated employees back to Genesys Offices as these reopen. Those who are not vaccinated at that time may continue to work remotely if the nature of their job allows it. Customer-facing employees will need to follow customer guidelines.
As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.
About 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 ServiceSM, 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
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.
Genesys

Manila City, Metro Manila
Permanent
Full-time