Lead Technical Support Engineer at Genesys (Durham, NC) (allows remote)

Lead Technical Support Engineer at Genesys (Durham, NC) (allows remote)

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Location: Durham, NC
Type: Full Time
Created: 2021-09-22 05:00:43

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The Lead Technical Support Engineer is responsible for providing technical assistance to Partners and customers running Genesys Engage Solutions on-Premises as well as customers subscribed to Genesys Engage Multicloud Offerings.

Genesys Customer Care is a 7x24 contact center environment. As such, the Lead Technical Support Engineer may be required to work in various shifts to ensure availability to our customers.

Responsibilities (focused 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 – including R&D, QA, Technical Publications, Technical Account Management, and 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
  • Work in accordance with the policies and procedures outlined within the best practices courses and documentation


  • 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:

Cloud Technologies:

  • Strong technical knowledge and experience with Azure ARM, Azure CLI, Azure PowerShell, YAML and Serverless Technologies
  • Azure dashboards
  • Amazon Web Services (AWS) knowledge and experience


  • Docker
  • Kubernetes or other container management platforms
  • Helm

Web technologies:

  • Tomcat
  • Jetty
  • HTTP/S
  • Apache
  • SSO

Programming languages:

  • Java
  • C#/.NET
  • Python
  • Node.js

Operating systems:

  • Windows (10, 2016)
  • Linux (RedHat, CentOS)
  • Unix


  • Oracle
  • PostgreSQL
  • MS SQL

Qualifications/Skills Desired and Preferred

  • Processes monitoring tools, utilities and commands
  • Experience with analyzing application processes memory dumps
  • Experience with Command Line Interface (CLI) and shell scripting languages
  • Experience with installation and simple configuration
  • Experience with monitoring database/SQL execution performance

Personal/Soft skills:

  • Ability to work independently with good quality work habits
  • Strong analytical and troubleshooting skills with attention to detail
  • Strong customer focus and empathy
  • Strong sense of ownership and pride in a job well done
  • Excellent communication skills (written and oral)
  • Fluent English language skills are required
  • Must be able to cope under pressure and work within stringent timelines
  • And last, but not least, a very healthy sense of curiosity


  • Medical, Dental, and Vision Insurance
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance
  • Infertility treatments

See more Genesys benefits information at https://mygenesysbenefits.com/