Technical Support Engineer

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Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Evergreen requisition

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By submitting your resume you will be considered for similar upcoming opportunities in Genesys. When a job opens that fits your background, we will reach out and provide you with further details.

Product Support Engineer

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Are you a curious problem-solver who loves technology and helping people?

Join our Product Support team at Genesys
, where you’ll work with cutting-edge cloud and AI solutions that power customer experiences around the world.

This is the perfect role if you’re early in your career — whether you’ve just graduated or have up to two years of experience in tech support, IT, or customer service. You’ll gain deep technical skills, learn from experts, and grow in a supportive, collaborative team that loves what we do (and has fun doing it!).

You will be a member of our Product Support team in Switzerland, working across different Genesys platforms and products. Our customers contact us by phone, chat, email, or video, and you'll identify the issue and find the solution to the problem. You won't be in this alone. We are a team that helps each other and likes to have fun too.

What you’ll bring to the table:

To be successful in this role, you'll have 0-2 years of technical support, customer service, or other relevant experience. You need to have strong written and verbal communication skills to connect with the customers and work with your team. You also need to have patience. Remember, they aren't calling us because the software is working correctly. We also look for people who are always willing to learn new things and take on new challenges.

Some details about what you will do:

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

Minimum Requirements:

The minimum requirement is to have basic understanding or interest in at least one of the following technical areas:

• Basic understanding of networking concepts, VoIP, or troubleshooting call quality
• Familiarity with network fundamentals, security concepts, or web technologies
• Interest in contact center technologies, customer service platforms, or CRM systems

You also need to be able to show the following skills and interests:

• You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful
• You must have a passion for customer satisfaction. This team strives to solve our customers' issues on the first try
• You need to be able to take complex information and present it in a clear, concise manner and be able to explain it further if required
• You will have a…