Staff Enterprise Support Engineer

Job Summary

Focused on delivering exceptional customer experiences, the full-time Staff Enterprise Support Engineer will troubleshoot complex technical issues, manage relationships with high-value clients, and collaborate with cross-functional teams while working remotely.

Key responsibilities

• Troubleshooting software application issues to determine root causes and propose solutions
• Owning and managing issues for high-value customers from initial report to resolution, with regular communication on status
• Collaborating with Customer Success & Services team members and leading customer call bridges during critical technical situations

Required qualifications

• Bachelor's degree in Computer Science, Computer Technology, or related technical discipline, or equivalent work experience
• 3+ years of engineering experience supporting Genesys products
• Proven excellence in customer-facing activities and a passion for customer satisfaction
• Strong knowledge of Voice over IP (VoIP) and telephony technical terminology
• Demonstrated leadership qualities and ability to present complex information clearly