Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Please note: This role involves access to a restricted EU-controlled system. Eligibility for access is subject to applicable regulatory requirements, and candidates must meet the relevant authorization criteria (e.g., EU citizenship or an equivalent).
Location: Galway, Ireland. This role follows a hybrid working model, requiring onsite attendance from Tuesday to Thursday, with the flexibility to work either from home or from the office on the other days.
Work Schedule: We have 2 shifts available:
3 people will be the Tuesday to Saturday (9am-6pm)
3 people will be on the Sunday to Thursday shift (9am-6pm)
About the Role:
Genesys is seeking 6 x Associate Product Support Engineers to join our Product Support team in Galway, Ireland. In this role, you will become a technical expert on Genesys products and platforms, helping customers resolve technical issues and delivering an outstanding support experience. You’ll work directly with customers across the globe, including the European Economic Area (EEA), through phone, chat, email, and screen-sharing sessions to troubleshoot issues, identify root causes, and provide timely solutions. You’ll also collaborate closely with engineers, subject matter experts, and teammates to continuously improve product quality and customer satisfaction.
This is an exciting opportunity for individuals who enjoy problem-solving, learning new technologies, and working in a fast-paced, team-oriented environment. No prior technical support experience is required - we provide comprehensive training and ongoing development.
What You’ll Do:
Provide technical support to Genesys customers via phone, email, chat, and remote sessions
Troubleshoot and resolve product and platform issues
Analyze customer problems and recommend effective solutions
Escalate complex issues to Subject Matter Experts and Engineering teams when needed
Document troubleshooting steps, resolutions, and customer interactions in our case management system
Monitor and respond to customer-reported issues across support channels
Contribute to knowledge base articles, troubleshooting guides, and support documentation
Stay current on Genesys products, features, and platform updates
Participate in an on-call rotation for critical support coverage outside standard business hours
What We’re Looking For:
Strong written and verbal communication skills in English
Customer-focused mindset with strong problem-solving skills
Ability to explain technical concepts clearly and effectively
Comfortable working in a fast-paced, collaborative environment
Passion for teamwork and customer satisfaction
Curiosity and willingness to continuously learn new technologies
Ability to manage multiple priorities while maintaining attention to detail
Minimum Qualifications:
Basic technical aptitude and enthusiasm for learning technical concepts
Strong interpersonal and communication skills
Willingness to participate in an on-call rotation after training
Nice to Have:
Familiarity with networking concepts, web technologies, or contact center technologies
Previous experience in customer service or technical support
Technical coursework or certifications in IT, Computer Science, or related fields
Why Join Genesys?
As Genesys continues to expand globally, our Galway team plays a key role in delivering high-quality technical support to customers worldwide, including customers within the European Economic Area (EEA). This team is critical to ensuring customers receive timely, effective support while helping Genesys strengthen customer satisfaction and long-term partnerships. At Genesys, you’ll join a supportive, collaborative team that values learning, innovation, and teamwork. We work hard, support each other, and create opportunities for growth and development along the way.
The Hiring Process:
Talent Acquisition Screening – Initial conversation to discuss your background, experience, and interest in the role.
Technical Interview – Assessment of relevant technical skills, knowledge, and problem-solving abilities.
Final Interview (Onsite) – In-person meeting in our Galway office with key stakeholders to further evaluate fit, discuss the role in depth, and answer any remaining questions.
Our Benefits:
At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:
Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.
Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.
Annual bonus program – Be rewarded for your impact and contributions.
Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.
Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.
Family-friendly policies – Generous paid maternity and paternity leave, along with supportive leave options designed for every stage of life.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.