Technical Manager, Product Support

Manila (Flexible)💼 Full-time🗓 2026-07-05 → 2026-07-31

Core

Manage the Global Product Support team for Genesys Cloud, ensuring efficient operations, staff development, and high-quality customer support for enterprise clients.

Role type

Senior IC technical manager (product support)

Builds

Genesys Cloud platform (AI-powered experience orchestration)

Domain

Customer Experience / AI / Enterprise Software

Deliverable

production ML models | product features | dashboards & analysis | client delivery

Required skills

Team leadership, shift management, performance management, process improvement, technical product knowledge, hiring/onboarding, KPI definition, behavioral coaching

Preferred skills

Strategic thinking, operational planning, conflict resolution, EQ, cross-functional collaboration

Technologies

Genesys Cloud

Responsibilities

Manage team assignments, scheduling, and performance reviews; Provide escalation support for customer issues; Evaluate and improve team practices; Ensure team proficiency in the platform; Work with global leadership to achieve KPIs

Seniority

Senior, hands-on IC

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About genesys

Software Development8600Menlo Park, CA, US

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 and data across the enterprise to driver customer loyalty, business growth and operational efficiency. We’re building AI where it matters, empowering employees to shape the future of customer experience through meaningful, real-world innovation. To learn more, visit www.genesys.com.