Why This Job is Featured on The SaaS Jobs
Genesys Cloud sits in a mature segment of SaaS: enterprise customer experience and contact-center platforms where reliability and real-time media performance are central to the product. A Technical Support Engineer here operates close to the core of a multi-tenant cloud service, handling issues that cut across telephony protocols, networking, and platform operations—work that is tightly coupled to how subscription software is delivered and maintained at scale.
For a SaaS career path, this kind of role builds durable systems thinking: diagnosing incidents from symptoms to root cause, translating technical findings into customer-facing updates, and feeding resolutions back into a knowledge base. The cross-functional touchpoints (R&D, QA, platform operations, technical publications, account teams) mirror how SaaS organizations close the loop between production issues, product quality, and documentation—experience that transfers well into senior support, SRE-adjacent roles, solutions engineering, or technical account leadership.
This position tends to suit professionals who like structured troubleshooting, clear service targets, and written documentation as part of the craft. It also fits those comfortable coordinating on calls during service interruptions and working within scheduled shifts, particularly where voice, WebRTC, and network fundamentals are areas of genuine interest.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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
About the Position:
As a Technical Support Engineer, you will be responsible for all customer issues via telephone, e-mail, chats, and cases in our CRM to ensure courteous, timely and effective resolution of end user issues. Your main objective is to ensure proper operation of the Genesys Cloud org in order for Customers to accomplish business tasks. This includes actively resolving customer requests within established SLTs. Problem resolution may involve the use of diagnostic tools and collaboration with other engineers, as well as require proper escalation to next level support team. You won’t be in this alone. We are a team that helps each other and likes to have fun too.
Responsibilities:
You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.
Collect logs related to customer affecting issues and investigate for possible root cause
Resolve support issues through investigation, replication, and troubleshooting
Interact with various internals teams – R&D, QA, Technical Publications, Technical Account Management, Genesys Platform Operations to resolve support issues
Communicate any technical issues to the customer
Serve as the client contract expert for the purpose of spotting tickets that are out of the normal scope and require further account management action
Monitor incident trends and anticipate potential problems for proactive resolution
Participate in an on-call rotation
Meet weekly measured goals and metrics (SLT, Utilization and documentation)
Requirements:
Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECs
You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.
Proficiency in troubleshooting complex systems
Excellent communication skills, both written and verbal
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of issues is required
Ability to present ideas in a user-friendly, business-friendly manner
You will have a bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience
Schedule
- Training shift for approximately 12 weeks: Mon - Fri, 9A - 6P EST
- Permanent working shifts for this opening: Sun - Thu, 9A - 6P EST or Tues - Sat, 9A - 6P EST
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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
