Technical Support Engineer

Join Five9 in Chennai, India, as a Technical Support Engineer and contribute to delivering exceptional customer experiences. Five9, a leading provider of cloud contact center software, empowers customers worldwide with cutting-edge cloud innovation. We are seeking a motivated individual with a strong technical aptitude and a passion for customer success.

As a Technical Support Engineer, you will be instrumental in understanding and supporting omni-channel communication technologies within the contact center environment. You will leverage your 2+ years of experience as a product support engineer to consultatively work with end customers, resolve technical issues in a structured manner, and implement effective solutions. Your ability to listen, comprehend, and act quickly will be crucial in this role. A commitment to excellence in customer care is paramount.

Key Responsibilities:

• Provide technical support for Five9's cloud contact center solutions.
• Troubleshoot and resolve complex technical issues related to Windows operating systems, MS SQL, IIS, IP Networking, SQL, REST APIs, and Linux.
• Analyze logs and perform in-depth troubleshooting.
• Collaborate with customers to implement solutions and ensure their success.
• Gain a deep understanding of omni-channel communication technologies and their application in contact centers.
• Potentially work with various contact center software suites (e.g., Cisco UCCE, Amazon Connect, NICE inContact, Twilio, Avaya, Genesys) and outbound contact center products.

Qualifications and Skills:

• Minimum of 2 years of experience in a product support engineering role.
• Proficiency in Windows operating systems, MS SQL, and IIS.
• Hands-on experience with log analysis and troubleshooting.
• Familiarity with IP Networking, SQL, REST APIs, and Linux.
• Experience with at least one contact center software suite is highly desirable.
• Excellent listening, comprehension, and consultative problem-solving skills.
• A proactive and structured approach to resolving technical challenges.
• Strong commitment to customer satisfaction.
• Experience with contact center outbound solutions, APIs, Linux, and SQL are considered key skills. Familiarity with AWS is also beneficial.

This is a permanent, work-from-office position in Chennai, India, requiring availability for night shifts. Five9 is an equal opportunity employer committed to diversity and inclusion.