Technical Support Engineer

Genesys; São Paulo; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading tech company is looking for a Technical Support Engineer in Brazil. This role involves providing technical support for customers using the Genesys Cloud platform, managing incidents related to cloud voice and networking. Candidates should have 2 years of technical support experience, strong communication skills, and a Bachelor's degree in a related field. Proficiency in English and Spanish is essential. This position offers a hybrid work model based in São Paulo or remotely in Brazil.

Serviços

Independence in work

Employee benefits similar to larger tech companies

Qualificações

• 2 years of experience in technical support or software development.
• Professional proficiency in English and advanced proficiency in Spanish.
• Understanding of SIP, WebRTC and VoIP.
• Knowledge of networking fundamentals.

Responsabilidades

• Provide technical support through phone, email, chat, and screen-sharing.
• Investigate and resolve incidents related to the Genesys Cloud platform.
• Own customer cases end-to-end and communicate updates.
• Document troubleshooting steps and contribute to knowledge base.

Conhecimentos

Technical support experience

Communication skills

SIP knowledge

Networking fundamentals

VoIP concepts

Formação académica

Bachelor's degree in Computer Science or equivalent

Ferramentas

Jira

Linux

Descrição da oferta de emprego

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 6000 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.

Job Summary

The Technical Support Engineer provides hands‑on technical support for customers using the Genesys Cloud platform. This role involves investigating and resolving technical incidents related to cloud voice and networking components, managing customer cases end to end and maintaining clear communication throughout the resolution process. You will work directly with customers via phone, chat, email and screen‑sharing sessions collaborating with other support engineers and Subject Matter Experts when escalation is required. This is not a basic IT help desk role as the position focuses on structured troubleshooting, accurate documentation and knowledge sharing within a support environment that operates under defined SLAs.

Work Location

This position is open to candidates working in a hybrid model based in São Paulo‑SP or remotely from anywhere in Brazil.

Responsibilities

• Provide technical support to Genesys Cloud customers through phone, email, chat and screen‑sharing sessions.
• Investigate, troubleshoot and resolve incidents related to the 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 with the ability to interact effectively with customers.
• Professional proficiency in English and advanced proficiency in Spanish.
• Understanding of SIP, WebRTC and VoIP concepts with exposure to call‑quality troubleshooting and PCAP analysis.
• Knowledge of networking fundamentals, including network topologies, NAT traversal, firewalls, packet loss, delay, jitter and 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.
• 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.

#LI-Remote

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About Genesys

Genesys empowers more than 8000 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.

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 .

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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.

Required Experience

IC

Key Skills

Database, Jira, Linux, Bank, Java

Employment Type

Full‑Time

Experience

years

Vacancy

1