Technical Support Engineer-GENESYS CLOUD SUPPORT

Provide technical support to Genesys Cloud customers through phone, email, chat, and secure screen-sharing sessions.

Investigate, troubleshoot, and resolve incidents involving Genesys Cloud CX, including voice, telephony, networking, user interface, integrations, APIs, reporting, and platform configuration scenarios.

Own assigned customer cases end to end, from initial assessment and impact analysis through resolution, validation, documentation, and closure.

Gather and analyze relevant diagnostic information such as browser console logs, network traces, platform logs, call details, packet captures, and configuration data.

Communicate clearly and professionally with customers, provide regular progress updates, set realistic expectations, and translate technical findings into understandable language.

Prioritize and manage cases according to business impact, urgency, entitlement, and defined service-level agreements (SLAs).

Collaborate with other support engineers, product specialists, engineering teams, and subject matter experts when advanced investigation or escalation is required.

Maintain complete and accurate case records, including issue descriptions, troubleshooting actions, analysis, customer interactions, root cause, workaround, and final resolution.

Create and improve knowledge base articles, troubleshooting guides, FAQs, technical notes, and internal support documentation.

Stay current with Genesys Cloud features, product releases, known issues, support processes, and relevant industry technologies.

Participate in a limited on-call or rotational support schedule, when required, to assist with high-impact incidents outside standard business hours.