Cx Support Engineer - Level 3

Sabenza It & Recruitment; Gauteng; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading company in South Africa is seeking a Level 3 Support Engineer with expertise in GenesysCloud and WebexCloud. The role involves managing escalated support tickets, providing technical troubleshooting, and ensuring optimal system performance. The ideal candidate will have strong communication skills and the ability to work both independently and collaboratively. Join a dynamic team dedicated to delivering top-tier technical support and fostering knowledge sharing.

Qualifications

• Proven experience in Level 3 technical support with GenesysCloud and WebexCloud.
• Strong troubleshooting skills and problem-solving abilities.

Responsibilities

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

Skills

Troubleshooting

Communication

Problem Solving

Education

Relevant certifications in GenesysCloud and WebexCloud

Tools

Ruby

Mac OS

Windows

Linux

Shell Scripting

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

1. Proven experience in Level 3 technical support with a focus on GenesysCloud, WebexCloud, SIP, and Avoxi trunks.
2. Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues quickly.
3. Excellent problem-solving abilities, with a proactive approach to risk mitigation.
4. Strong communication skills to articulate complex issues clearly to both technical and non-technical stakeholders.
5. Ability to work independently and collaboratively in a fast-paced environment.
6. 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