Junior L1 Genesys Support Engineer (Genesys)

TL;DR

Junior L1 Genesys Support Engineer (Genesys): Performing callflow updates and resolving client issues with an accent on technical troubleshooting and SLA compliance. Focus on managing client inquiries, implementing L1/L2 fixes, and ensuring timely response to system alerts.

Location: Remote (Must follow PST time zone); based in Mexico

Company

Global IT services and consulting company focusing on digital transformation for large enterprises across 5 continents.

What you will do

• Process requests from alerts and calls within defined SLA timelines.
• Clarify incoming requests with customers and route tickets to L2 engineers.
• Monitor and acknowledge critical system alerts via OpsGenie.
• Implement L1/L2 level fixes according to pre-defined technical procedures.
• Participate in the ongoing improvement of support procedures.

Requirements

• Experience in technical support.
• Expertise in troubleshooting, root cause analysis, and log review.
• Understanding of SLA principles and requirements.
• Ability to work following the PST time zone.
• High attention to detail and a patient, proactive approach to problem-solving.

Culture & Benefits

• Comprehensive compensation package including health insurance.
• Flexible remote work environment with a "Work From Anywhere" culture.
• Professional growth through certification programs, mentorship, and internal mobility.
• Inclusive multicultural environment with regular team-building social events.
• Availability of a relocation program.