Technical Support Engineer • Mid-Level

Who you are

You have 2+ years of experience as a product support engineer, demonstrating a strong understanding of omni-channel communication technologies and their role in the contact center. Your excellent listening and comprehension skills allow you to consultatively work with end customers to implement effective solutions. You possess a natural ability to dig in and resolve technical issues in a structured manner, showcasing your commitment to excellence in customer care.

Your technical expertise includes hands-on experience with Windows operating systems, MS SQL, and IIS, along with familiarity in log analysis and troubleshooting. You are also knowledgeable in IP Networking, SQL, REST APIs, and Linux, which are essential for this role. Experience with contact center software suites such as Cisco UCCE, Amazon Connect, NICE inContact, Twilio, Avaya, or Genesys is a significant advantage. Previous experience with outbound contact center products is a plus.

What you'll do

As a Technical Support Engineer at Five9, you will be responsible for providing top-notch support to our customers using our cloud contact center software. You will troubleshoot and resolve technical issues, ensuring that our clients have a seamless experience with our products. Your role will involve working closely with customers to understand their needs and provide tailored solutions that enhance their operational efficiency.

You will collaborate with cross-functional teams to identify and implement improvements in our support processes, contributing to the overall success of the customer experience. Your ability to analyze logs and troubleshoot issues will be crucial in maintaining high service levels and customer satisfaction. You will also have the opportunity to work in a night shift environment, ensuring that our global customer base receives the support they need at all times.

What we offer

At Five9, we embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We offer a supportive work environment where you can thrive and grow in your career. You will have the chance to work with innovative technologies in the cloud contact center space, contributing to a company that values customer experience and employee satisfaction. Join us and be part of a team that celebrates diversity and fosters an inclusive culture.