Job Summary

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

Location: SãoPaulo, SP (hybrid model) or remote within Brazil.

Responsibilities

• Provide technical support to Genesys Cloud customers via phone, email, chat, and screen‑sharing.
• Investigate, troubleshoot, and resolve incidents related to 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, feature...