Genesys Cloud Support Engineer

TTEC Digital

Genesys Cloud Support Engineer providing technical support for TTEC Digital's Genesys platform. Collaborating with clients and teams to ensure exceptional customer experiences.

Posted 4/17/2026full-timeRemote • 🇨🇴 ColombiaJuniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Providing customer technical support for Genesys Cloud and working closely with Senior Technical Consultants, Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
First line for support calls and emergency support calls and handles most call levels.
Diagnosing reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follow-up, resolves and/or escalates outstanding issues in a timely manner.
Responding to requests received through, but not limited to, live voice, e-mail or web.
Completing thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required.
Serving as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns.
Maintaining effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Collaborating with all resources (internal or external) necessary to deliver a timely and high-quality result.

Requirements

What you’ll need

Genesys Cloud Certification
Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills. Genesys PureConnect and/or legacy telephony knowledge is a plus.
1+ years of Genesys Cloud technical support experience.
Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems. May provide basic programming and/or customer configuration recommendations.
Demonstrated professionalism representing the Company to customers and vendors
Demonstrated ability to deliver a high level of customer satisfaction
Demonstrated problem solving abilities
Minimum of a High School diploma or equivalent.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account TTEC Digital Website LinkedIn All Job Openings 1001 - 5000 employees 🤖 Artificial Intelligence 🤝 B2B Artificial Intelligence
B2B
Customer Experience TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries. Genesys Cloud Support Engineer 🔥 18 minutes ago 🇨🇴 Colombia – Remote ⏰ Full Time 🟢 Junior 📞 Support Engineer 🚫👨‍🎓 No degree required Cloud Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Providing customer technical support for Genesys Cloud and working closely with Senior Technical Consultants, Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
First line for support calls and emergency support calls and handles most call levels.
Diagnosing reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follow-up, resolves and/or escalates outstanding issues in a timely manner.
Responding to requests received through, but not limited to, live voice, e-mail or web.
Completing thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required.
Serving as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns.
Maintaining effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Collaborating with all resources (internal or external) necessary to deliver a timely and high-quality result. 🎯 Requirements
Genesys Cloud Certification
Comprehensive knowledge of Genesys Cloud solution and troubleshooting skills. Genesys PureConnect and/or legacy telephony knowledge is a plus.
1+ years of Genesys Cloud technical support experience.
Comprehensive knowledge of computer networks, integrations, and Windows Operating Systems. May provide basic programming and/or customer configuration recommendations.
Demonstrated professionalism representing the Company to customers and vendors
Demonstrated ability to deliver a high level of customer satisfaction
Demonstrated problem solving abilities
Minimum of a High School diploma or equivalent. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Analytic Support Developer 🕒 6 days ago Stefanini LATAM 10,000+ employees 🤖 Artificial Intelligence 🔒 Cybersecurity ☁️ SaaS Website LinkedIn All Job Openings Analytic Support Developer at Stefanini monitoring critical data workflows using Airflow. Collaborating with teams to ensure smooth operation of dashboards and pipelines. 🇨🇴 Colombia – Remote ⏰ Full Time 🟢 Junior 📞 Support Engineer 🗣️🇪🇸 Spanish Required Airflow Amazon Redshift Apache AWS ETL Grafana ITSM SQL Analytic Support Developer 🕒 6 days ago Stefanini LATAM 10,000+ employees 🤖 Artificial Intelligence 🔒 Cybersecurity ☁️ SaaS Website LinkedIn All Job Openings Analytic Support Developer at Stefanini, involved in monitoring critical data flows and responding to incidents. Managing platforms and collaborating with teams in a remote role. 🇨🇴 Colombia – Remote ⏰ Full Time 🟢 Junior 📞 Support Engineer 🗣️🇪🇸 Spanish Required Airflow Amazon Redshift Apache AWS ETL Grafana ITSM SQL Analytic Support Developer 🕒 6 days ago Stefanini LATAM 10,000+ employees 🤖 Artificial Intelligence 🔒 Cybersecurity ☁️ SaaS Website LinkedIn All Job Openings Analytic Support Developer monitoring critical data flows from 3:00 a.m. to 12:00 p.m. while managing incidents and collaborating with teams in Colombia. 🇨🇴 Colombia – Remote ⏰ Full Time 🟢 Junior 📞 Support Engineer Airflow Amazon Redshift Apache AWS ETL Grafana ITSM SQL Junior 2nd Line Support Engineer – Shifts: including nights & weekends 🕒 April 1 Openprovider 51 - 200 🛍️ eCommerce Website LinkedIn All Job Openings Junior 2nd Line Support Engineer providing remote IT support for global customers. Join a mission-driven team at a fully remote domain registrar and technology company. 🇨🇴 Colombia – Remote 💵 €500 - €700 / month ⏰ Full Time 🟢 Junior 📞 Support Engineer DNS Linux MySQL SQL CCaaS Support Engineer 🕒 February 13 Unisys 10,000+ employees 🤖 Artificial Intelligence 🔒 Cybersecurity Website LinkedIn All Job Openings CCaaS Support Engineer responsible for remote support in various locations in Colombia. Involves monitoring user requests and providing diagnostics for application issues. 🇨🇴 Colombia – Remote 💰 Post-IPO Debt on 2020-10 ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer View More Support Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Genesys Cloudtroubleshootingcomputer networksWindows Operating Systemsprogrammingcustomer configuration

Soft Skills

professionalismcustomer satisfactionproblem solvingcollaborationcommunication

Certifications

Genesys Cloud Certification