Staff Enterprise Support Engineer
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Job Description
Staff Enterprise Support Engineer responsible for troubleshooting and resolving complex customer issues. Building long-term relationships and collaborating to ensure customer satisfaction and success.
Responsibilities:
- 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
Requirements:
- 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.
Benefits:
- 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
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