Technical Support Engineer • Mid-Level

Who you are

You have a strong technical background and are adept at resolving moderate to complex customer issues within a skill-based routing model. Your diagnostic skills are top-notch, and you demonstrate technical independence while collaborating effectively with cross-functional teams. You thrive in a team-first culture that values diversity and inclusion, empowering you to be your authentic self.

You possess experience in managing support cases across core services, integrations, and platform components, including CRM, VCC, Studio, APIs, and telephony. Your ability to troubleshoot and debug issues related to application performance and system integration inconsistencies sets you apart. You are committed to enhancing process maturity and improving knowledge resources to support consistent service performance across the global support organization.

Desirable

Experience with cloud contact center software or similar platforms is a plus. Familiarity with system simulation and root cause analysis will help you excel in this role. You are eager to learn and grow, and you appreciate the importance of delivering high-quality outcomes in a timely manner.

What you'll do

As a Technical Support Engineer at Five9, you will own and resolve complex technical cases involving application performance, call routing, and platform behavior. You will troubleshoot and debug issues related to CRM integrations and VCC Studio logic, ensuring that customer experiences are seamless and efficient. Your role will involve close collaboration with Engineering and Product teams to address systemic issues or feature limitations.

You will be responsible for managing support cases effectively, ensuring that all customer inquiries are handled with care and precision. Your strong communication skills will be essential as you work with various stakeholders to provide timely updates and resolutions. You will also play a key role in enhancing the knowledge base and improving processes to support the global support organization.

In addition to resolving customer issues, you will contribute to the continuous improvement of service performance by identifying trends and suggesting enhancements. Your insights will help shape the future of Five9's support operations, making a significant impact on customer satisfaction and retention.

What we offer

At Five9, we celebrate diversity and foster an inclusive environment where every employee can thrive. You will be part of a team that values collaboration and innovation, working together to bring joy to customer experiences. We offer a hybrid work model that allows for flexibility while maintaining a strong team connection. Join us in our mission to empower customers with the best cloud contact center solutions available.