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GE
Genesys
9d ago

Senior Technical Support Engineer(m/w/x)

Zürich
Full-timeOn-siteSenior
AI/ML

Description

You will solve complex technical challenges on a global cloud platform, ensuring customers receive empathetic support while you document solutions and collaborate with experts to drive innovation.

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Requirements

  • •2+ years technical support, software development, or relevant experience
  • •Strong written and verbal communication skills
  • •Patience
  • •Willingness to learn and take challenges
  • •Understanding of SIP, WebRTC, and VoIP
  • •PCap analysis and call quality troubleshooting
  • •Knowledge of media gateways and SBC devices
  • •Understanding of complex network topologies
  • •Knowledge of NAT traversal and Firewalls
  • •Information Security knowledge
  • •Troubleshooting packet loss, jitter, and CODECs
  • •Experience supporting contact centers and CTI
  • •Knowledge of PBX, ACD, IVR, and CRM
  • •Knowledge of HTTP, XML, ASP, and JSP
  • •Comfortable in fast-paced team environments
  • •Passion for customer satisfaction
  • •Ability to present complex information clearly
  • •Degree in CS or equal technical experience

Education

Bachelor's degree

Tasks

  • •Troubleshoot customer issues on the AWS cloud platform
  • •Interact with customers via phone, email, and chat
  • •Provide creative technical solutions to user problems
  • •Collaborate with experts to escalate complex issues
  • •Document troubleshooting steps and resolutions in the system
  • •Create knowledge base articles and FAQ guides
  • •Maintain expertise in new cloud products and features
  • •Participate in an on-call roster for emergency support

Tools & Technologies

SIPWebRTCVoIPPCapSBC devicesFirewallsCODECsCTIPBXACDIVRCRMHTTPXMLASPJSP

Languages

English – Business Fluent

Benefits

Purpose-Driven Work

  • •Independence to make impact
  • •Ownership of work

Other Benefits

  • •Reasonable accommodations
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Genesys and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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