Junior L1 Genesys Support Engineer

Miratech

Junior L1 Genesys Support Engineer focused on callflow updates and client issue resolution. Supporting Genesys Cloud projects remotely with a customer-oriented mindset.

Posted 4/11/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

Tech Stack

Tools & technologies

React

About the role

Key responsibilities & impact

Perform callflow minor updates and upgrades
Resolve clients' issues in a timely manner
Clarify incoming requests with customers
Create and route tickets to L2 Engineer
React to call alerts promptly
Follow support procedures
Acknowledge alerts from OpsGenie
Implement fixes of L1/L2 level according to procedures

Requirements

What you’ll need

Experience in Technical Support
Expertise in troubleshooting and root cause analysis
Understanding of SLA principles
High attention to detail
Eagerness to grow in Support Services
Fast learner with a proactive mindset
Collaborative team player
Interest in developing knowledge of Genesys technologies

Benefits

Comp & perks

Health insurance
Relocation program
Flexibility of remote work
Professional development opportunities
Certification programs
Mentorship programs
Internal mobility
Internship opportunities
Team-building company social events
Sustainable business practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingroot cause analysiscallflow updatesticket routingL1 supportL2 supportSLA principles

Soft Skills

attention to detailproactive mindsetcollaborative team playereagerness to growfast learner