Technical Support Engineer

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

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; 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. <...