Staff Enterprise Support Engineer

Genesys•Raleigh, NC

4d•$93,200 - $163,800•Hybrid

About The Position

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 Staff Enterprise Support Engineer is part of a dedicated team of Product Support professionals responsible for the technical analysis and resolution of complex issues reported by Genesys’ Customers. As a Staff Enterprise Support Engineer, you will solve highly complex technical and application-related inquiries for Genesys’ highest-value customers. Our Staff Enterprise Support Engineers focus on building productive long-term relationships with strategic enterprise accounts. This is accomplished via personal interaction, conference calls, customer/partner presentations, case updates, and other forms of communication.

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.

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