Staff Enterprise Support Engineer

Genesys

Staff Enterprise Support Engineer responsible for troubleshooting and resolving complex customer issues. Building long-term relationships and collaborating to ensure customer satisfaction and success.

Posted 5/30/2026full-timeRemote • North Carolina • 🇺🇸 United StatesLead💰 $93,200 - $163,800 per yearWebsite

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Troubleshooting software application issues to determine technical root causes and propose remedies, escalating when necessary.
Owning issues for our highest value customers from initial report to resolution, communicating with customers regularly regarding issue status
Monitoring and steering cases for your assigned client(s) that are being worked by other analysts in other PSGs
Attending and at times, coordinating bi-weekly calls with Genesys’ top enterprise clients to review open Support tickets, aligning on any changes in priority, and providing guidance on the next steps and timing
Collaborate with other key Customer Success & Services team members to align on priority levels
Act as the Genesys Subject Matter Expert during critical technical issues by leading customer call bridges to drive resolution
Own relationships with technical counterparts within enterprise customers’ and partners’ organizations
Ad hoc project work: e.g. working with our Documentation team to create troubleshooting guides
Collaborate with other Support Analysts and Support Engineers to identify high-priority issues and engage the Product Management and Software Engineering teams to implement a resolution

Requirements

What you’ll need

Technical expertise developed through work experience or through earning a Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline
3+ years of engineer experience supporting Genesys products
Proven excellence with customer-facing activities; must have a passion for customer satisfaction and managing customer needs and expectations
Ability to command a room during a critical technical situation
Excellent communication and presentation skills
Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues
Possesses demonstrated leadership qualities and self-sufficiency
Microsoft Office skills (e.g. Word, Excel, PowerPoint and Outlook).
Knowledge of Voice over IP (VoIP), telephony, and related technical terminology.
Complex problem-solving and analytical skills.
Ability to present complex information in a clear, concise manner.
Ability to work in a team environment.
Ability to multi-task, prioritize, and be detail-oriented.
Ability to take initiative and be proactive.

Benefits

Comp & perks

Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingtechnical root cause analysiscustomer supportproblem-solvinganalytical skillsGenesys productsVoice over IP (VoIP)telephonyMicrosoft Officepresentation skills

Soft Skills

customer satisfactioncommunication skillsleadership qualitiesself-sufficiencyteamworkmulti-taskingprioritizationdetail-orientedinitiativeproactive

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in Computer Technology