Technical Support Engineer

**Job Title**: Technical Support Engineer, Genesys Cloud Product Support

**Job Reports to**: Technical Support Manager

Do you like working in a mission-critical role where you will solve complex customer issues each day? Our Cloud Support team works around the clock to identify and resolve our customers’ problems on the first try. If you’re up for a challenge, this role might be for you.

**What this role is**:
**What this role isn’t**:
You aren’t at an IT helpdesk changing passwords and turning it off and back on probably won’t work. You will be troubleshooting customer issues with our cloud platform on AWS. You also won’t be able to fix it and forget it. We want you to document and share what you found out with the rest of the team.

**Listen to the team**:
**What you’ll bring to the table**:
To be successful in this role, you’ll have 1+ years of technical support, software development, and/or other relevant experience. You need to have strong written and verbal communication skills to connect with the customers and work with your team. You also need to have patience. Remember, they aren’t calling us because the software is working correctly. We also look for people who are always willing to learn new things and take on new challenges.

**Some details about what you will do**:

- You will be the customer’s contact for providing accurate and creative technical solutions to user problems
- You will call on Subject Matter Experts when you need to escalate an issue
- You will update and document the details of the issues, the steps you took to solve them, follow up conversations, escalations, and resolution in our case management system.
- You will help create and add to knowledge base articles, troubleshooting guides, FAQs, and other support collateral
- You will need to stay up to date with all the current & new Genesys Cloud products and features
- You will take part in an on-call roster as necessary, to provide support coverage outside of standard business hours and be available after-hours for emergencies

**Minimum Requirements**:

- Excellent oral and written communication skills in French and English. (written & oral presentation)
- Ability to work in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.
- Demonstrable strong customer focus and passion for customer satisfaction
- Demonstrable curiosity and passion for technology within area of expertise
- Ability to take complex information and present it in a clear, concise manner and be able to explain it further if required.
- Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience

**Technical experience in one of the following areas**:

- Understanding of SIP, WebRTC, VoIP, Pcap analysis, troubleshooting call quality, media gateways, and SBC devices
- Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs
- Having some experience supporting contact center environments, CTI, PBX, ACD, IVR, CRM, Web technologies: HTTP/XML/ASP/JSP, web servers
- Understanding of RESTful web services, architecture and related concepts (TLS, WebSockets, OAuth, HTTP Methods, Cookies, etc.)
- Working knowledge of at least one Web programming/scripting language (C#, Java, JavaScript, Python, XML, SAML, JSON, etc.) and software used to develop in the language
- Experience supporting contact center environments CTI, PBX, ACD, IVR, Analytics
- Experience with CRM solutions (Salesforce, Zendesk, SAP, Microsoft Teams)
- Experience with SCIM solutions (Microsoft Azure AD, Okta, OneLogin)

**Reasonable Accommodations**:
**About Genesys**:
**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.