Technical Support Engineer

Genesys

1d•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. Technical Support Engineer, Genesys Cloud Product Support (English and Spanish Speaker). Brazil Job Summary: The Technical Support Engineer provides hands-on technical support for customers using the Genesys Cloud platform. This role involves investigating and resolving technical incidents related to cloud, voice, and networking components, managing customer cases end to end, and maintaining clear communication throughout the resolution process. You will work directly with customers via phone, chat, email, and screen-sharing sessions, collaborating with other support engineers and Subject Matter Experts when escalation is required. This is not a basic IT help desk role, as the position focuses on structured troubleshooting, accurate documentation, and knowledge sharing within a support environment that operates under defined SLAs. Work Location and Shift: This position is open to candidates working in a hybrid model based in São Paulo-SP, or remotely from anywhere in Brazil.

Requirements

2+ years of experience in technical support, software development, or other relevant technical roles.
Strong written and verbal communication skills, with the ability to interact effectively with customers.
Professional proficiency in English and advanced proficiency in Spanish.
Understanding of VoIP concepts, with exposure to call quality troubleshooting and PCAP analysis.
Understanding of API, Integrations and what stands for.
Understanding of UI, console logs.
Knowledge of networking fundamentals, including network topologies, NAT traversal, firewalls, packet loss, delay, jitter, and audio CODECs.
Ability to work effectively in a fast-paced, structured support environment with defined processes and timelines.
Bachelor’s degree in Computer Science, Computer Technology, a related technical discipline, or equivalent professional experience.

Nice To Haves

Experience supporting or interacting with contact center technologies such as CTI, PBX, ACD, IVR, and CRM systems.
Understanding of WFM and reports is a plus.
Basic understanding of programming logic or scripting concepts used for troubleshooting, log analysis, or data interpretation.
Exposure to analytics or reporting tools in a technical support or operations context.

Responsibilities

Provide technical support to Genesys Cloud customers through phone, email, chat, and screen-sharing sessions.
Investigate, troubleshoot, and resolve incidents related to the Genesys Cloud platform, including voice and networking scenarios.
Own customer cases end to end, driving resolution and escalating to other teams only when necessary.
Communicate clearly with customers, providing regular updates and setting expectations throughout the case lifecycle.
Document issues, troubleshooting steps, analysis, customer interactions, and final resolutions in the case management system.
Contribute to knowledge base articles, troubleshooting guides, FAQs, and other support documentation.
Stay up to date with Genesys Cloud products, features, and releases relevant to customer support.
Work within defined SLAs, prioritizing and managing cases based on impact and urgency.
Participate in an on-call rotation on a limited basis to support incidents outside standard business hours.