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.
Role Overview
Genesys is seeking a highly technical and customer-focused Enterprise Support Engineer to support the stability, performance, and reliability of our Billing Services platform. This role is responsible for monitoring, troubleshooting, and resolving issues within a complex, integrated billing ecosystem that supports subscription and usage-based SaaS offerings.
As part of the IT Billing Services team, you will work closely with Engineering, Product, Billing Operations, and Revenue teams to investigate incidents, resolve production issues, and ensure the integrity and availability of billing systems and integrations. You will play a key role in diagnosing system behavior, analyzing data discrepancies, and supporting high-impact production incidents affecting customers or revenue operations.
Success in this role requires strong technical development and troubleshooting skills, disciplined operational execution, and clear and empathetic communication during time-sensitive situations.
Key Responsibilities
Provide operational support for billing platforms and integrations, including monitoring, troubleshooting, and resolution of production issues.
Participate in on-call rotations supporting 24x7 operational coverage, including support during quarter-end and year-end billing cycles.
Investigate and resolve billing system incidents, data discrepancies, and integration failures across Salesforce, Zuora, AWS, and related platforms.
Analyze logs, system behavior, and transaction data to identify root causes of issues and support remediation efforts.
Collaborate with Engineering, Product, and Billing Systems teams to diagnose defects, validate fixes, and support production deployments.
Assist with incident response for billing-impacting events, providing technical analysis and contributing to internal and external communications as needed.
Maintain and update operational documentation, including runbooks, troubleshooting guides, and support procedures.
Support operational monitoring and alerting improvements to detect issues earlier and reduce incident impact.
Contribute to post-incident reviews and continuous improvement initiatives aimed at preventing recurring issues.
Ensure operational activities follow established change management, access control, and data integrity standards, including SOX compliance where applicable.
Required Qualifications
1+ years of experience in IT production support, systems operations, or enterprise application support.
Hands-on experience supporting complex SaaS platforms or enterprise business systems, especially in Salesforce, Zuora, AWS and Workday Financials.
Experience working with monitoring tools, log analysis, and diagnosing issues in distributed or integrated systems.
Strong analytical skills with the ability to investigate data discrepancies and system behavior.
Ability to operate effectively independently during high-impact incidents with strong attention to detail and clear and empathetic communication.
Strong written and verbal communication skills, including the ability to explain technical issues clearly to internal business stakeholders.
Experience collaborating with Engineering, Product, Finance, or Customer Support teams to resolve production issues.
Preferred Qualifications
Familiarity with SaaS subscription and usage-based billing models.
Experience working with integrations, APIs, and system data flows between enterprise platforms.
Experience operating in SOX-controlled or regulated environments.
Interest in AI tools, automation, operational tooling, and reliability improvements.
If a Genesys employee referred you, please use the link they sent you to apply.
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.