Senior Technical Support Engineer

Genesys 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 6000 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.

Senior Technical Support Engineer

Location: Zurich Switzerland

This position requires that the candidate selected be resident of Switzerland.

Role Description:

You will be a member of our Product Support team across all platforms. Our customers contact us by phone chat email or video and youll identify the issue and find the solution to the problem. You wont be in this alone. We are a team that helps each other and likes to have fun too.

You will be troubleshooting customer issues with our cloud platform on AWS.

What youll bring to the table:

To be successful in this role youll have 2 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 arent calling us because the platform 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 interact with Genesys customers using our case management system phone email chat and/or shared screen sessions.

You will be the customers contact for providing accurate and creative technical solutions to user problems

You will work with 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 it 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:

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 experience supporting contact center environments CTI PBX ACD IVR CRM Web technologies: HTTP/XML/ASP/JSP web servers

You need to be comfortable working in a fast-paced team environment. We operate under pressure and must hit strict timelines to be successful.

You must have a passion for customer satisfaction. This team strives to solve our customers issues on the first try

You need to be able to take complex information and present it in a clear concise manner and be able to explain it further if required.

You will have a Bachelors degree in Computer Science Computer Technology related technical discipline or equal professional technical experience

Genesys has an authentic transparent culture with engagement activities very much employee-driven. With people in over 50 countries we are very passport diverse and truly global. We create an environment that is fun to work in. Weve all basically had new jobs every two years given our massive growth which is what keeps our jobs interesting. If you join us youll be joining a fast-paced high performing team with a modern sensibility towards HR.

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.