CX Support Engineer - Level 3

Sabenza IT & Recruitment; Randburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a highly skilled Level 3 Support Engineer to join their dynamic team. This role involves managing complex technical escalations, ensuring optimal system performance, and providing top-tier support for cloud communication platforms. You'll engage directly with clients to tailor solutions while also mentoring junior engineers and fostering a culture of knowledge sharing. If you're passionate about technology and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Proven experience in Level 3 technical support with a focus on GenesysCloud and WebexCloud.
• Strong troubleshooting skills with the ability to resolve complex technical issues quickly.

Responsibilities

• Handle Level 3 escalated support tickets and resolve complex technical issues.
• Continuously monitor system performance and conduct regular audits.

Skills

GenesysCloud

WebexCloud

SIP

Avoxi trunks

Troubleshooting

Technical Support

Customer Support

Shell Scripting

Computer Networking

TCP

Tools

Mac OS

Windows

Linux

VPN

DNS

Job description

Are you a seasoned technical support professional with deep expertise in GenesysCloud, WebexCloud, SIP, and Avoxi trunks? We are looking for a highly skilled Level 3 Support Engineer to join our team and take ownership of complex troubleshooting escalations and proactive system maintenance.

As a key member of our support team, you will work closely with clients, engineers, and cross-functional teams to ensure optimal system performance, seamless service delivery, and top-tier technical support.

Key Responsibilities

1. Escalation Management: Handle Level 3 escalated support tickets, diagnosing and resolving complex technical issues related to GenesysCloud, WebexCloud, SIP, and Avoxi trunks.
2. Technical Troubleshooting: Analyze system logs, identify patterns, and provide quick, effective resolutions to minimize downtime and improve service reliability.
3. Client Engagement: Work directly with clients to understand technical requirements, implement tailored solutions, and optimize their cloud communication platforms.
4. Proactive Monitoring & Maintenance: Continuously monitor system performance, conduct regular audits, and apply necessary patches and updates to ensure a stable and secure environment.
5. Documentation & Knowledge Sharing: Maintain up-to-date technical documentation, knowledge bases, and support guides to improve troubleshooting efficiency.
6. Mentorship & Training: Provide guidance and training to junior support engineers, fostering a culture of knowledge sharing and continuous improvement.

Requirements

• Proven experience in Level 3 technical support with a focus on GenesysCloud, WebexCloud, SIP, and Avoxi trunks.
• Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues quickly.
• Excellent problem-solving abilities, with a proactive approach to risk mitigation.
• Strong communication skills to articulate complex issues clearly to both technical and non-technical stakeholders.
• Ability to work independently and collaboratively in a fast-paced environment.
• Relevant certifications in GenesysCloud and WebexCloud are a plus.

Key Skills

Ruby, Mac OS, Computer Networking, Windows, TCP, Customer Support, Linux, Shell Scripting, VPN, DNS, Technical Support, Troubleshooting

Employment Type : Full Time

Experience : [Specify years of experience]

Vacancy : 1