Enterprise Support Engineer

Major Responsibilities / Activities

• 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.

• 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.

$93,200.00 - $

• 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

to view a summary overview of our Benefits.

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 expression,marital status, domestic partner status, national origin, genetics, disability,military veteran status, and other protected characteristics.