Support Engineer

• interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions
• be the customer's contact for providing accurate and creative technical solutions to user problems and questions
• call on Subject Matter Experts when you need to escalate an issue
• 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
• help create and add to knowledgebase articles, troubleshooting guides, FAQ's, and other support collateral
• stay up to date with all the current & new Genesys products and features
• take part in an on-call roster as necessary, to provide support coverage outside of standard business hours

Technical Support Engineer

Junior Technical Support Engineer