Sr. Technical Support Engineer

    • Indianapolis, IN

The Senior Technical Support Engineer will perform 2nd level diagnosis, troubleshooting and resolution of complex customer issues on a range of software products and subsystems, in order to ensure customer satisfaction throughout the EMEA region.

Primary Duties and Responsibilities:

  • Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
  • Maintain the customer incident tracking system ( with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.
  • To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.
  • Deliver product and related technical training/mentoring to other Technical Support staff and ensure that 'knowledge transfer' sessions are conducted.
  • Help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
  • Ensure that the Technical Support 'Lab' environment is suitably equipped and maintained for technical support diagnostic work.
  • Provide analysis and feedback to help process improvement and oversee the creation of Articles, Solutions and other related support collateral.
  • Participate in a shift and 'on-call' roster as necessary, to provide support coverage during non-business hours.
  • Perform other related support duties, as required by the company.
  • Occasional travel on short notice to attend customer satisfaction issues/meetings/account reviews.
  • Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.
  • Good interpersonal and communication skills, both orally and written
  • Excellent problem determination and problem-solving skills
  • Must be able to cope under pressure and work to stringent timelines
Have a technical background in accordance with the requirements set out below:
  • Must be able to cope under pressure and work to stringent timelines
  • Operating systems: Unix (Linux/Solaris) and Windows
  • TCP/IP networking concepts
  • Databases basics: MS SQL, Oracle
  • Webservers: Apache/Tomcat, IIS
Knowledge of Contact Centre and Computer-telephony integration (CTI) concepts, processes, terminology, and applications would be a plus.

BA or BS in Computer Science or Engineering, or related technical fields

Prior work experience:
4+ years in a software applications support role, development or other relevant experience

Programming knowledge and experience is a plus in the following areas:
  • C#/.NET, Java (J2SE and/or J2EE)
  • XML, SOAP or webservices development
  • C/C++
  • Multithreaded programming
  • experience with IBM WebSphere is a plus
Fluent English

About Us:

Genesys® powers more than 25 billion of the world's best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry's #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.


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