Key skills
AWSCloudLinuxSDLCUnixCommunication
About this role
Role Overview
- Serve as a customer liaison for phone and email support requests
- Own case triage from intake through closure
- Review and understand the custom application code relevant to reported issues
- Apply SDLC best practices
- Create and maintain Knowledge Base articles, runbooks, and RCA reports
- Lead and coordinate investigation during critical incidents
- Contribute to custom app enablement and implementation activities
- Use common engineering/support toolchains effectively
- Identify workflow, tooling, and process improvements
Requirements
- Minimum of 5 years of related experience with a bachelor's degree, 3 years and a master's degree, or a PhD without significant prior working experience, or equivalent
- Strong hands-on expertise with Genesys Cloud
- Proven ability to investigate and resolve complex issues independently
- Demonstrated ability to read, understand, and troubleshoot application code
- Strong understanding of web application architecture
- Practical experience working in AWS environments
- Comfort operating in UNIX/Linux environments
- Strong verbal and written communication skills in English
Tech Stack
- AWS
- Cloud
- Linux
- SDLC
- Unix
Benefits
- great benefits and perks
- independence to make a larger impact on the company
- ownership of their work