Junior L1 Genesys Support Engineer (Genesys Cloud)

Location: Buenos Aires, Argentina; full-remote work following the PST time zone

Company

hirify.global is a global IT services and consulting company delivering digital transformation and technology solutions for enterprise and start-up clients across more than 25 countries.

What you will do

• Receive and process support requests from alerts and calls within defined SLA requirements.
• Clarify customer requests, create tickets, and route issues to L2 engineers.
• Respond to calls and OpsGenie alerts in a timely manner.
• Perform troubleshooting, log review, issue diagnostics, and root cause analysis.
• Implement predefined L1/L2 fixes and contribute to improving support procedures.

Requirements

• Experience in technical support and troubleshooting.
• Understanding of SLA principles and the ability to work within SLA requirements.
• High attention to detail, patience, responsibility, and a proactive approach to problem-solving.
• Interest in developing knowledge of Genesys technologies and ability to learn quickly.
• Native-level Spanish proficiency.
• English at B2 level or higher, with the ability to communicate with US-based customers.

Culture & Benefits

• Full-time remote work with a work-from-anywhere culture, subject to the stated role location.
• Health insurance and a comprehensive compensation and benefits package.
• Professional development through certification programs, mentorship, talent investment, and internal mobility opportunities.
• Collaboration with global clients in a multicultural and inclusive environment.
• Regular team-building events and a focus on sustainable business practices.