Why This Job is Featured on The SaaS Jobs
This role sits at a critical junction in SaaS: billing reliability. For subscription and usage based products, revenue recognition, customer trust, and renewal motion depend on systems that reconcile entitlements, metering, invoices, and payments across multiple platforms. Genesys Cloud’s scale and integrated stack make IT billing services a meaningful surface area where operational rigor directly affects how the product is monetized.
For a SaaS career, the value is in learning how production support translates into business continuity. The work spans incident response, root cause analysis, and data integrity across tools commonly found in mature SaaS environments, including Salesforce, Zuora, and AWS. Exposure to quarter end and year end cycles also builds fluency in the operational calendar that shapes SaaS finance and revenue operations, while documentation and monitoring improvements develop repeatable practices that transfer across teams and companies.
This is best suited to professionals who enjoy diagnosing ambiguous system behavior, communicating clearly under time pressure, and collaborating across engineering, product, and finance adjacent stakeholders. It fits someone who wants to deepen technical troubleshooting while staying close to commercial systems, and who is comfortable with structured processes such as change management and compliance oriented controls.
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.
Role Overview
Genesys is seeking a highly technical and customer-focused Enterprise Support Engineer to support the stability, performance, and reliability of our Billing Services platform. This role is responsible for monitoring, troubleshooting, and resolving issues within a complex, integrated billing ecosystem that supports subscription and usage-based SaaS offerings.
As part of the IT Billing Services team, you will work closely with Engineering, Product, Billing Operations, and Revenue teams to investigate incidents, resolve production issues, and ensure the integrity and availability of billing systems and integrations. You will play a key role in diagnosing system behavior, analyzing data discrepancies, and supporting high-impact production incidents affecting customers or revenue operations.
Success in this role requires strong technical development and troubleshooting skills, disciplined operational execution, and clear and empathetic communication during time-sensitive situations.
Key Responsibilities
Provide operational support for billing platforms and integrations, including monitoring, troubleshooting, and resolution of production issues.
Investigate and resolve billing system incidents, data discrepancies, and integration failures across Salesforce, Zuora, AWS, and related platforms.
Collaborate with Engineering, Product, and Billing Systems teams to diagnose defects, validate fixes, and support production deployments.
Maintain and update operational documentation, including runbooks, troubleshooting guides, and support procedures.
Ensure operational activities follow established change management, access control, and data integrity standards, including SOX compliance where applicable.
Required Qualifications
Hands-on experience supporting complex SaaS platforms or enterprise business systems, especially in Salesforce, Zuora, AWS and Workday Financials.
Experience collaborating with Engineering, Product, Finance, or Customer Support teams to resolve production issues.
Preferred Qualifications
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.
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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.
