Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Product Support Engineering sits at a critical junction in SaaS: where cloud software meets real-world customer environments. In Genesys Cloud, that often means troubleshooting across web technologies, networking basics, and platform behavior while keeping the customer experience intact. For professionals tracking the customer experience and contact center SaaS segment, this role is a practical entry point into how enterprise SaaS products operate under production pressure.
The position builds durable SaaS skills that compound over time, particularly around incident triage, structured problem solving, and disciplined documentation inside a case management workflow. Contributing to knowledge base content also develops the operational habits that strong SaaS organizations rely on to reduce repeat issues and improve time to resolution. Exposure to escalation paths and subject matter experts provides a clear view into how support, engineering, and product functions coordinate in a cloud product company.
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.
You will be a member of our Product Support team in Switzerland, working with different Genesys platforms and products. Our customers contact us by phone, chat, email, or video, and you'll identify the issue and find the solution to the problem. While this is primarily a day shift role, you'll participate in an on-call rotation. You won't be in this alone. We are a team that helps each other and likes to have fun too.
What you'll bring to the table:
To be successful in this role, you'll need strong written and verbal communication skills to connect with customers and work with your team. You also need to have patience. Remember, they aren't calling us because the software is working correctly. We look for people who are always willing to learn new things and take on new challenges. No prior technical support experience is required - we'll train you on what you need to know.
Some details about what you will do:
You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions
You will be the customer's contact for providing accurate and helpful technical solutions to user problems and questions
You will call on Subject Matter Experts when you need to escalate an issue
You will update and document the details of the issues, the steps you took to solve it, follow up conversations, escalations, and resolution in our case management system
You will help create and add to knowledge-base articles, troubleshooting guides, FAQ's, and other support collateral
You will need to stay up to date with all the current & new Genesys products and features
You will take part in an on-call roster to provide support coverage for urgent issues outside of standard business hours
Minimum Requirements:
Basic technical aptitude and enthusiasm for learning technical concepts
Strong written and verbal communication skills in English
Ability to explain technical information clearly to customers
Customer-focused mindset and problem-solving attitude
Location - This role is based in our Zurich office and is expected to be primarily onsite. While this position is office-based, we continue to evolve our ways of working and may consider flexibility over time.
Willingness to participate in on-call rotation after training
You also need to be able to show the following skills and interests:
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
You must have a passion for customer satisfaction. This team strives to solve our customers' issues on the first try
You need to be able to take complex information and present it in a clear, concise manner and be able to explain it further if required
Nice to have (but not required):
Some familiarity with basic networking concepts, web technologies, or contact center operations
Previous customer service experience in any field
Technical coursework or certification in IT, computer science, or related areas
Fluency in the German language
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.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
