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.
This position reports to the Director, Product Support EMEA.
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 Mondays and Fridays.
Work Schedule: Monday to Friday 9am - 6pm
Job Summary:
We are seeking an experienced and people-focused Technical Manager, Product Support to lead our Galway-based Genesys Cloud Product Support team. This role is responsible for team leadership, operational excellence, employee development, and delivering an exceptional customer support experience.
The successful candidate will oversee daily team operations including work allocation, scheduling, coaching, performance management, and technical readiness. Working closely with global Product Support leadership, you will help drive key performance measures, continuous improvement initiatives, and high standards of customer satisfaction across the organization.
Key Responsibilities:
Provide leadership, guidance, and operational oversight for the Product Support team.
Manage team assignments, scheduling, workload distribution, and escalation management to ensure efficient operations.
Develop and maintain a high-level understanding of the Genesys Cloud platform and related products.
Support customer escalations and partner directly with customers to drive issue resolution.
Conduct performance reviews, coaching sessions, and career development planning for team members.
Support recruitment, onboarding, and mentoring of new employees.
Drive team performance against established Key Performance Indicators (KPIs) and service objectives.
Implement and maintain processes that support continuous improvement and operational excellence.
Collaborate with global Product Support leadership to achieve departmental and organizational goals.
Ensure the team maintains strong technical proficiency through ongoing training and development.
Foster a collaborative, innovative, and customer-focused team culture.
Encourage creativity and process improvement initiatives that enhance the customer experience.
Participate in an on-call rotation for critical support coverage outside standard business hours
Key Requirements:
Demonstrated ability to build relationships with both internal and external stakeholders.
Proven ability to lead, motivate, and develop high-performing teams.
Strong organizational, operational, and decision-making skills.
Ability to work independently with measurable objectives and minimal direct supervision.
Strong operational planning and process management capabilities.
Experience translating organizational goals into measurable team objectives.
Skilled in managing, analyzing, and reporting on operational performance measures.
Demonstrated commitment to continuous improvement and operational efficiency.
Strong emotional intelligence (EQ) and people leadership skills.
Excellent communication skills with the ability to tailor messaging to different audiences.
Proven ability to build effective teams and create an environment where employees are motivated to succeed.
Effective at navigating complex organizational dynamics and resolving conflict constructively.
Builds trust through honesty, integrity, and authenticity.
Comfortable addressing difficult issues in a professional, objective, and solution-oriented manner.
Demonstrates self-awareness and openness to feedback and development opportunities.
Nice to Have
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.
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.
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 [email protected].
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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.
