Technical Support Engineer

locationsZurich (Flexible)Switzerlandtime typeFull timeposted onPosted Todayjob requisition idJR109216Genesys 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 6,000 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.Evergreen requisitionNote: By submitting your resume you will be considered for similar upcoming opportunities in Genesys. When a job opens that fits your background, we will reach out and provide you with further details.Product Support EngineerYour Next Step Starts HereAre you a curious problem-solver who loves technology and helping people?Join our Product Support team at Genesys, where you'll work with cutting-edge cloud and AI solutions that power customer experiences around the world.This is the perfect role if you're early in your career — whether you've just graduated or have up to two years of experience in tech support, IT, or customer service. You'll gain deep technical skills, learn from experts, and grow in a supportive, collaborative team that loves what we do (and has fun doing it).You will be a member of our Product Support team in Switzerland, working across different Genesys platforms and products. Our customers contact us by phone, chat, email, or video, and you'll identify the issue and find the solution to the problem. You won't be in this alone. We are a team that helps each other and likes to have fun too.What you'll bring to the table:To be successful in this role, you'll have 0-2 years of technical support, customer service, or other relevant experience. You need to have strong written and verbal communication skills to connect with the customers and work with your team. You also need to have patience. Remember, they aren't calling us because the software is working correctly. We also look for people who are always willing to learn new things and take on new challenges.Some details about what you will do:You will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessionsYou will be the customer's contact for providing accurate and creative technical solutions to user problems and questionsYou will call on Subject Matter Experts when you need to escalate an issueYou will update and document the details of the issues, the steps you took to solve it, follow up conversations, escalations, and resolution in our case management systemYou will help create and add to knowledgebase articles, troubleshooting guides, FAQ's, and other support collateralYou will need to stay up to date with all the current & new Genesys products and featuresYou will take part in an on-call roster as necessary, to provide support coverage outside of standard business hoursMinimum Requirements:The minimum requirement is to have basic understanding or interest in at least 1 of the following technical areas:Basic understanding of networking concepts, VoIP, or troubleshooting call qualityFamiliarity with network fundamentals, security concepts, or web technologiesInterest in contact center technologies, customer service platforms, or CRM systemsYou also need to be able to show the following skills and interests:You need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successfulYou must have a passion for customer satisfaction. This team strives to solve our customers' issues on the first tryYou need to be able to take complex information and present it in a clear, concise manner and be able to explain it further if requiredYou will have a technical aptitude, relevant coursework, certification, or equivalent practical experienceMust be located in Switzerland and willing to participate in on-call rotation.If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys empowers more than 8,000 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.You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.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.