Associate Technical Support Engineer

Genesys 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.

Please note: This role involves access to a restricted EU-controlled system. Eligibility for access is subject to applicable regulatory requirements, and candidates must meet the relevant authorization criteria (e.g., EU citizenship or an equivalent).

Location: Galway, Ireland. This role follows a hybrid working model, requiring onsite attendance from Tuesday to Thursday, with the flexibility to work either from home or from the office on the other days.

Work Schedule: We have 2 shifts available:

• 3 people will be the Tuesday to Saturday (9am-6pm)

• 3 people will be on the Sunday to Thursday shift (9am-6pm)

About the Role:

Genesys is seeking 6 x Associate Product Support Engineers to join our Product Support team in Galway, Ireland. In this role, you will become a technical expert on Genesys products and platforms, helping customers resolve technical issues and delivering an outstanding support experience. You’ll work directly with customers across the globe, including the European Economic Area (EEA), through phone, chat, email, and screen-sharing sessions to troubleshoot issues, identify root causes, and provide timely solutions. You’ll also collaborate closely with engineers, subject matter experts, and teammates to continuously improve product quality and customer satisfaction.

This is an exciting opportunity for individuals who enjoy problem-solving, learning new technologies, and working in a fast-paced, team-oriented environment. No prior technical support experience is required - we provide comprehensive training and ongoing development.

What You’ll Do:

• Provide technical support to Genesys customers via phone, email, chat, and remote sessions

• Troubleshoot and resolve product and platform issues

• Analyze customer problems and recommend effective solutions

• Escalate complex issues to Subject Matter Experts and Engineering teams when needed

• Document troubleshooting steps, resolutions, and customer interactions in our case management system

• Monitor and respond to customer-reported issues across support channels

• Contribute to knowledge base articles, troubleshooting guides, and support documentation

• Stay current on Genesys products, features, and platform updates

• Participate in an on-call rotation for critical support coverage outside standard business hours

What We’re Looking For:

• Strong written and verbal communication skills in English

• Customer-focused mindset with strong problem-solving skills

• Ability to explain technical concepts clearly and effectively

• Comfortable working in a fast-paced, collaborative environment

• Passion for teamwork and customer satisfaction

• Curiosity and willingness to continuously learn new technologies

• Ability to manage multiple priorities while maintaining attention to detail

Minimum Qualifications:

• Basic technical aptitude and enthusiasm for learning technical concepts

• Strong interpersonal and communication skills

• Willingness to participate in an on-call rotation after training

Nice to Have:

• Familiarity with networking concepts, web technologies, or contact center technologies

• Previous experience in customer service or technical support

• Technical coursework or certifications in IT, Computer Science, or related fields

Why Join Genesys?

As Genesys continues to expand globally, our Galway team plays a key role in delivering high-quality technical support to customers worldwide, including customers within the European Economic Area (EEA). This team is critical to ensuring customers receive timely, effective support while helping Genesys strengthen customer satisfaction and long-term partnerships. At Genesys, you’ll join a supportive, collaborative team that values learning, innovation, and teamwork. We work hard, support each other, and create opportunities for growth and development along the way.

Our Benefits

At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:

• Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.

• Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.

• Annual bonus program – Be rewarded for your impact and contributions.

• Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.

• Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.

• Family-friendly policies – Generous paid maternity and paternity leave, along with supportive leave options designed for every stage of life.