Staff Technical Support Engineer
Genesys Telecommunications Laboratories AB / Supportteknikerjobb / Stockholm
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hela Sverige Visa alla jobb hos Genesys Telecommunications Laboratories AB i Stockholm Staff Technical Support Engineer is responsible to provide technical assistance to Partners and Customers, running Genesys Engage Solutions on-Premises and these, who subscribed to Genesys Engage Multicloud Offerings.
Genesys Customer Care is a 7x24 contact center environment. As such, Staff Technical Support Engineer may be required to work in various shifts to ensure availability to our customers.
Responsibilities (focusing on Genesys Engage Multicloud on Microsoft Azure, but not limited to):
· Respond to reported support issues in a timely manner via Genesys' Case Management tool (Salesforce.com / PagerDuty)
• Collect logs related to customer affecting issues and investigate for possible root cause
• Resolve support issues through investigation, replication, and troubleshooting
• Participate in internal and customer facing calls related to support issues
• Interact directly with customers to obtain additional information or to provide status updates or resolutions
• Interact with various internal teams - R&D, QA, Technical Publications,Technical Account Management, Genesys Platform Operations to resolve support issues
• Organize and lead conference calls during customer-affecting service interruptions
• Become knowledgeable on Genesys products through training and hands-on experience
• Identify improvements to process and seek ways to improve customer satisfaction
• Update Knowledge Base upon resolution of a support issue to document the solution for future reference
• Ensure Service Level Targets for Case Response and Resolution times are met
• Participate in a shift and 'on-call' rotation as necessary, to provide support coverage outside of standard business hours.
• Attend, and eventually deliver, training courses to sustain/enhance product knowledge
Have a technical background in accordance with the requirements set out below
Education/Experience:
• BA or BS in Computer Science or Engineering, or related technical fields
• Experience in supporting Microsoft Azure based deployments
• Experience in supporting contact center environments (On-premises or Cloud based) is preferred
• 4+ years of software technical support and/or development, or other relevant experience
Qualifications/Skills Required:
o Microsoft Azure:
o Strong technical knowledge and experience with Azure ARM, Azure CLI, Azure PowerShell, YAML and Serverless Technologies
o Azure dashboards
In addition, the following qualifications and skills will be a plus:
o Amazon Web Services (AWS) knowledge and experience
o Containerization:
o Docker and Kubernetes
o Helm
Web technologies: Tomcat, NGINX, Jetty
o Operating systems: Windows, RedHat, CentOS
o Processes monitoring tools, utilities and commands
o Experience with analyzing application processes memory dumps
o Experience with Command Line Interface (CLI) and shell scripting languages
o Databases: Oracle, PostgreSQL, MS SQL
o Experience with installation and simple configuration
o DDL/DML
o Experience with monitoring database/SQL execution performance
o Experience in development/support of Real-time and Historical reporting solutions
Staff/Soft skills:
o Ability to work independently with good quality work habits
o Strong analytical and troubleshooting skills with attention to detail
o Strong customer focus
o Excellent communication skills (written and oral)
o Fluent English skills are required
o Must be able to cope under pressure and work to stringent timelines
Genesys is a leading provider of multi-channel customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touch points, channels and interactions.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, disability, veteran status, and other protected characteristics.
Publiceringsdatum2022-06-15Så ansöker duSista dag att ansöka är 2022-06-26
AdressGenesys Telecommunications Laboratories AB
Jakobsbergsgatan 16
11144 Stockholm
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Genesys Telecommunications Laboratories AB (org.nr 556557-3051)
Jakobsbergsgatan 16 (
visa karta)
111 44 STOCKHOLM
Ansökan E-post:
Anke.Routledge@Genesys.com Jobbnummer 6746120
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