Provide technical support to Genesys Cloud customers through phone, email, chat, and screen-sharing sessions.
Investigate, troubleshoot, and resolve incidents related to the Genesys Cloud platform, including voice and networking scenarios.
Own customer cases end to end, driving resolution and escalating to other teams only when necessary.
Communicate clearly with customers, providing regular updates and setting expectations throughout the case lifecycle.
Document issues, troubleshooting steps, analysis, customer interactions, and final resolutions in the case management system.
Contribute to knowledge base articles, troubleshooting guides, FAQs, and other support documentation.
Stay up to date with Genesys Cloud products, features, and releases relevant to customer support.
Work within defined SLAs, prioritizing and managing cases based on impact and urgency.
Participate in an on-call rotation on a limited basis to support incidents outside standard business hours.

2+ years of experience in technical support, software development, or other relevant technical roles.
Strong written and verbal communication skills, with the ability to interact effectively with customers.
Professional proficiency in English and advanced proficiency in Spanish.
Understanding of VoIP concepts, with exposure to call quality troubleshooting and PCAP analysis.
Understanding of API, Integrations and what stands for.
Understanding of UI, console logs.
Knowledge of networking fundamentals, including network topologies, NAT traversal, firewalls, packet loss, delay, jitter, and audio CODECs.
Ability to work effectively in a fast-paced, structured support environment with defined processes and timelines.
Bachelor’s degree in Computer Science, Computer Technology, a related technical discipline, or equivalent professional experience.

Technical Support Engineer

Key skills