Staff Technical Support Engineer

2 weeks ago

Galway, Galway, Ireland Genesys Full time

Overview
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.
The Genesys Cloud Staff Technical Support Engineer in Telephony group is responsible for providing advanced technical support for our partners and customers and is accountable for the technical development of our product support team on all things Genesys Cloud Telephony.
Our Staff Engineers are our subject matter experts in their area of the product and are the most highly skilled technical resources within our team.
Genesys Customer Care is a 7x24 contact center environment.
As such, the Staff Technical Support Engineer may be required to work in various shifts to ensure availability to our customers.
Responsibilities
Work shift for this position covers Saturday and Sunday.
European location preference for data privacy coverage
Assists with highly technical problems identified through case observations and as requested for Expert Help
Operate as the gatekeeper for technical issues that require assistance from our development and engineering teams
Assist with the resolution of complex support issues through investigation, replication, and troubleshooting
Identify trends and associations of technical issues that could be indicators of a product issue
Ownership of critical incidents, including internal communications, assisting with restoration efforts, and delivery of Root Cause Analysis
Gathers training needs and collaborates with Training team to develop and deliver technical training sessions
Assist team manager with client and internal

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