Job Summary
Technical Support Engineer – Genesys Cloud Product Support (English and Spanish Speaker)
Location: SãoPaulo, SP (hybrid model) or remote within Brazil.
Responsibilities
* Provide technical support to Genesys Cloud customers via phone, email, chat, and screen‑sharing.
* Investigate, troubleshoot, and resolve incidents related to Genesys Cloud platform, including voice and networking scenarios.
* Own customer cases end to end, driving resolution and escalating to other teams only when necessary.
* Communicate clearly with customers, providing regular updates and setting expectations throughout the case lifecycle.
* Document issues, troubleshooting steps, analysis, customer interactions, and final resolutions in the case management system.
* Contribute to knowledge‑base articles, troubleshooting guides, FAQs, and other support documentation.
* Stay up to date with Genesys Cloud products, features, and releases relevant to customer support.
* Work within defined SLAs, prioritizing and managing cases based on impact and urgency.
* Participate in an on‑call rotation on a limited basis to support incidents outside standard business hours.
Qualifications
* 2+ years of experience in technical support, software development, or other relevant technical roles.
* Strong written and verbal communication skills; ability to interact effectively with customers.
* Professional proficiency in English and advanced proficiency in Spanish.
* Understanding of VoIP concepts, call‑quality troubleshooting, and PCAP analysis.
* Understanding of API, integrations, and related technologies.
* Knowledge of UI, console logs.
* Knowledge of networking fundamentals (topologies, NAT traversal, firewalls, packet loss, delay, jitter, audio CODECs).
* Ability to work effectively in a fast‑paced, structured support environment with defined processes and timelines.
* Bachelor’s degree in Computer Science, Computer Technology, a related technical discipline, or equivalent professional experience.
Preferred Qualifications
* Experience supporting or interacting with contact‑center technologies such as CTI, PBX, ACD, IVR, and CRM systems.
* Understanding of workforce‑management (WFM) and reports.
* Basic understanding of programming logic or scripting concepts used for troubleshooting, log analysis, or data interpretation.
* Exposure to analytics or reporting tools in a technical support or operations context.
EEO Statement
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.
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, please contact us at
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