Senior Technical Support Engineer

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships.

Perform 2nd level diagnosis, troubleshooting and resolution of complex customer issues on a range of software products and subsystems, in order to ensure customer satisfaction.

* Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects. * Maintain the customer incident tracking system (Siebel) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data. * To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times. * Deliver product and related technical training/mentoring to other Technical Support staff and ensure that ‘knowledge transfer’ sessions are conducted. * To interface with and monitor the activities of Tier 3 Support Staff, where the problem cannot be resolved at the Tier 2 Support level. * To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organisation. * To ensure that the Technical Support ‘Lab’ environment is suitably equipped and maintained for technical support diagnostic work. * Provide analysis and feedback to help process improvement and oversee the creation of FAQ’s, Solutions and other related support collateral. * Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage throughout the EMEA region. * Perform other related support duties, as required by the company. * Occasional travel on short notice throughout EMEA to attend customer satisfaction issues/meetings/account reviews. * vAttend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation. * In order to succeed in this role, the candidate will need to be able to demonstrate the following skills: * Good inter-personal and communication skills, both orally and written * Excellent problem determination and problem solving skills * Must be able to cope under pressure and work to stringent timelines * Have a technical background in accordance with the requirements set out below

**Requirements:** * BA or BS in Computer Science or Engineering, or related technical fields **Prior work experience:** * 4+ years of software technical support and/or development or other relevant experience **Desired skills:** * Operating systems: Unix (Solaris, Linux, others) and Windows (XP, 2000, 2003) * TCP/IP Networking * Strong knowledge of databases: MS SQL, Oracle, DB2. * Ability to organize backup and restore from backup strategy on production environment. * Excellent knowledge in sql tuning area. * Ability to write PL SQL procedures. **Experience in the following areas would be a plus:** * Brio/Hyperion solution knowledge. * Contact Centre, CTI, PBX, ACD, IVR, CRM * Telephony: ISDN, E1/T1, SS7, CAS/CCS, QSIG * Programming knowledge and experience (C++, Java, others) * Web technologies: XML/ASP/JSP, web servers (IIS, Apache/Tomcat, Web Sphere), HTTP * Tomcat and/or IBM WebSphere setup/tuning experience is a plus * Java development experience is a plus * Previous experience with Genesys (Framework, Reporting, SIP Server, WFM) could be a benefit **Languages:** * Must be fluent English * An additional language would be a plus