The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate. Provide technical support, troubleshooting, and issue resolution for Genesys Cloud CX platform, including routing, telephony, IVR, and integrations.Monitor system performance, analyze logs, and resolve incidents within defined SLAs.Collaborate with cross‑functional teams to implement configuration changes and optimize customer experience workflows.Maintain documentation, perform root‑cause analysis, and recommend long‑term fixes.Work closely with clients to ensure smooth operations, platform stability, and continuous service improvements.Qualifications6+ years' of technical support experienceCustomer service orientedStrong troubleshooting skills