Junior L1 Genesys Support Engineer (Genesys Cloud)

Location: Buenos Aires, Argentina; full remote with work aligned to the PST time zone

Company

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

What you will do

• Provide L1 support for Genesys Cloud-related projects.
• 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 promptly.
• Perform callflow minor updates, upgrades, changes, and predefined L1/L2 fixes.
• Follow support procedures and participate in improving them.

Requirements

• Experience in technical support, including troubleshooting, log review, issue diagnostics, and root cause analysis.
• Understanding of SLA principles and the ability to work within SLA requirements.
• Native-level Spanish proficiency.
• Upper-Intermediate (B2) English or higher, with the ability to communicate with US-based customers.
• High attention to detail, patience, responsibility, and a customer-focused approach.
• Fast learning, proactive problem-solving, collaboration, and interest in developing Genesys technology expertise.

Culture & Benefits

• Full-time, full-remote employment with a work-from-anywhere culture.
• Health insurance and a competitive compensation and benefits package.
• Professional development through certifications, mentoring, talent investment, internal mobility, and internship opportunities.
• Work with global clients in a multicultural and inclusive environment.
• Regular team-building company events and open communication.
• Relocation program and sustainable business initiatives.