Join to apply for the Staff Technical Support Engineer role at GenesysJoin to apply for the Staff Technical Support Engineer role at GenesysGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.The Genesys Cloud Staff Technical Support Engineer in Telephony group is responsible for providing advanced technical support for our partners and customers and is accountable for the technical development of our product support team on all things Genesys Cloud Telephony. Our Staff Engineers are our subject matter experts in their area of the product and are the most highly skilled technical resources within our team.Genesys Customer Care is a 7x24 contact center environment. As such, the Staff Technical Support Engineer may be required to work in various shifts to ensure availability to our customers.ResponsibilitiesWork shift for this position covers Saturday and Sunday.European location preference for data privacy coverageAssists with highly technical problems identified through case observations and as requested for Expert HelpOperate as the gatekeeper for technical issues that require assistance from our development and engineering teamsAssist with the resolution of complex support issues through investigation, replication, and troubleshootingIdentify trends and associations of technical issues that could be indicators of a product issueOwnership of critical incidents, including internal communications, assisting with restoration efforts, and delivery of Root Cause AnalysisGathers training needs and collaborates with Training team to develop and deliver technical training sessionsAssist team manager with client and internal account level escalationsCommand customer situations, at times engaging with the senior and executive level leaders of our clientsCollaborate with various internal teams – including R&D, QA, Technical Publications, Technical Account Management, and Genesys Platform Operations to resolve support issuesMaintain an expert level of knowledge on Genesys Cloud Telephony through training and hands-on experienceFoster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support.Assist with maintaining accurate technical documentationImpact KPI (Key Performance Indicators) performance by assisting with and preventing aged cases for quicker resolutionParticipate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hoursContribute to and assist with the delivery of team technical trainingAssist with recruiting, technical interviewing and onboarding of new team membersEducation/Experience:BA or BS in Computer Science preferred but candidates with relevant experience will also be consideredExperience in supporting AWS based deploymentsExperience in supporting contact center environments (On-premises or Cloud based) is preferred1.5+ years of experience supporting Genesys ProductsQualifications/Skills Required:Achievement of GCS Certification for Genesys Cloud Telephony and capability to pursue and obtain all GCS CertificationsProficiency in utilization of New Relic to identify issuesFamiliarity with Genesys Cloud reporting & analytics for monitoring team performanceDesire to achieve AWS CertificationPersonal/Soft skills:Ability to work independently with quality work habitsStrong analytical and troubleshooting skills with attention to detailStrong customer focus and empathyKeen sense of ownership and pride in a job well doneExcellent communication skills (written and oral)Fluent English language skills are requiredMust be able to cope under pressure and work within stringent timelinesIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.Genesys is an equal opportunity employer committed to fairness 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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesIT Services and IT Consulting and Software DevelopmentReferrals increase your chances of interviewing at Genesys by 2xGet notified about new Technical Support Engineer jobs in Ireland.Dublin, County Dublin, Ireland 1 month agoDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 2 weeks agoApplication Technical Support Engineer - US Based (Remote)Limerick, County Limerick, Ireland 1 week agoTechnical Support Engineer 2 - Accounts & BillingDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 6 hours agoTechnical Support Engineer 3 Twilio APIs and SDKTechnical Field Support Engineer III - EuropeDublin, County Dublin, Ireland 10 hours agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 6 hours agoTechnical Support Engineer II (Fluent French required)Dublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 1 week agoValidation Sales Solutions Engineer - North AmericaLimerick, County Limerick, Ireland 1 month agoKildare, County Kildare, Ireland 4 weeks agoDublin, County Dublin, Ireland 4 days agoWe’re unlocking community knowledge in a new way. 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