Technical Support Engineer

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Technical Support Engineer, Genesys Cloud Product Support (English and Spanish Speaker).

Brazil

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 and Shift:
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 VoIP concepts, with exposure to call quality troubleshooting and PCAP analysis.

• Understanding of API, Integrations and what stands for.

• Understanding of UI, console logs.

• 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.

• Understanding of WFM and reports is a plus.

• 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.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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 www.genesys.com.

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 [email protected].

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.