Technical Support Engineer

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

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Role Overview

We are looking for a highly motivated Technical Support Engineer to manage day-to-day operational activities related to Moves, Adds, Changes, and Deletions (MACD) along with production support for enterprise contact center environments.

The role involves handling service requests, configuring contact center solutions, supporting production incidents, and ensuring timely resolution of issues while meeting defined SLAs. The ideal candidate should possess strong analytical skills, effective customer communication abilities, and hands-on experience with contact center technologies and integrations.

Key Responsibilities

As a Technical Support Engineer, you will:

• Process and manage MACD (Moves, Adds, Changes, and Deletions) requests through ticketing systems
• Configure and implement changes in contact center environments as per customer requirements
• Validate configurations and ensure successful completion of service requests
• Track request status and ensure adherence to SLAs
• Understand customer business requirements and translate them into scalable technical solutions
• Act as a Product SME (Subject Matter Expert) during customer discussions, deployment planning, and solution rollout activities
• Communicate deployment and configuration approaches effectively with both business stakeholders and technical teams
• Configure, integrate, validate, and deploy software components in customer production and non-production environments
• Work closely with cross-functional teams including Product Engineering, Cloud Operations, QA, and Support teams during deployment and configuration activities
• Perform solution validation, system integration testing, UAT support, and production readiness verification
• Create and execute test cases based on business scenarios and customer requirements
• Troubleshoot deployment, configuration, integration, and production issues in a structured and analytical manner
• Prepare deployment documents, runbooks, solution design documents, and operational handover documentation
• Support production migrations, upgrade activities, and post-production stabilization activities
• Provide customer training, knowledge transfer sessions, and solution design walkthroughs
• Participate in customer calls, status reviews, and technical discussions to ensure successful project delivery
• Monitor service request milestones and proactively identify risks, dependencies, and mitigation plans <li data-section-i