Technical Support EngineerFive9 Inc.

Job Description
Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Title: Technical Support Engineer
Reports to (title): Supervisor
Business Team: Customer Success
Management Responsibility (yes or no): No
Overview of Job Function:
The Technical Support Engineer will play a key role in evaluating, troubleshooting and quickly resolving technical concerns and questions with the product. TSE will provide support through various channels via email and phone. The ideal candidate will have in-depth knowledge with one or more of the following Call Center Solutions: Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
Principal Duties and Essential Responsibilities:
Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site.
Providing direct support to premium support customers as well as handling all escalated software related inquiries from customers, business partners and vendors.
Answering incoming calls, responding to customer emails and resolving escalated problems.
Case and or account escalation management.
Identifies underlying causes of a problem, including problem identification and classification.
Diagnoses problems accurately and works to find appropriate solutions in a timely manner.
Partner with Customers to optimize the Five9 call center software solution.
Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.
Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
Participation in after hour on-call rotation.
Work within a 24x7x365 support environment.
Job requirements are subject to change based on management discretion.
Minimum Requirements:
3-5 years of related experience, with a minimum of 2 years in software support position.
BA/BS or equivalent experience.
Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
Excellent verbal and written communication skills.
Excellent Time Management Skills
Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
Willingness to travel.
Willingness to work on a night shift schedule and on varied hours based on business needs.
Experience working across cultures.
Knowledge of contact center operations.
Experience in technical writing and documentation
Preferred Requirements:
Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
Must possess strong technical call center skills preferably in a technical support or customer service role.
Functional Knowledge of NICE Perform and IEX Workforce Management.
Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRM's or conceptual knowledge of CRM's.
Knowledge of Network troubleshooting skills using a various applications such as Wireshark or Pathview.
Coding experience a plus.
Experience with SaaS model and applications a plus.
Project management skills.
Knowledge of Enterprise Reporting tools such as Business Objects.
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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.