Junior L1 Genesys Support Engineer

Location: Buenos Aires, Argentina; full remote with work required during the PST time zone

Company

hirify.global is a global IT services and consulting company supporting digital transformation projects for enterprise and startup clients across more than 25 countries.

What you will do

• Receive and process customer requests, alerts, and calls within defined SLA requirements.
• Clarify incoming requests with customers, create tickets, and route issues to L2 Engineers.
• Acknowledge OpsGenie alerts and respond to incidents in a timely manner.
• Perform minor Genesys Cloud callflow updates, upgrades, changes, and predefined L1/L2 fixes.
• Follow support procedures and contribute to improving operational processes.

Requirements

• Experience in technical support, including troubleshooting, log review, issue diagnostics, and root cause analysis.
• Understanding of SLA principles and ability to work within SLA requirements.
• Interest in developing expertise in Genesys technologies and eagerness to grow in support services.
• Patient, detail-oriented, proactive, and collaborative approach to problem-solving.
• Native-level Spanish proficiency required.
• Upper-intermediate English (B2) or higher required for communication with US-based customers.

Culture & Benefits

• Full-time remote employment with a work-from-anywhere culture.
• Health insurance and a competitive compensation and benefits package.
• Relocation program and professional development opportunities, including certifications and mentorship.
• Internal mobility, talent investment, and internship opportunities.
• Global, multicultural, and inclusive work environment with team-building events.