Sr. Customer Support Engineer
Sr. Customer Support Engineer
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
Cyara is the worlds leading Automated CX Assurance Platform provider enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands including Airbnb and NAB trust Cyara to deliver customer smiles at promise is Customer Smiles - Delivered at Scale and as a member of Cyaras team youll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers. Interested to find out more about us Check out:
Want to know what its really like to join Cyara Check out this link to meet some real Cyarans and read about their individual career journey with us: Values:
At Cyara our values shape everything we do. Were passionate about Delivering Excellence by putting the customer first collaborating globally and always striving to improve. We take smart risks and Innovate Boldly setting new standards and learning from every experience. Integrity First is our cornerstonewe value humility authenticity and respect for diversity building trust in all we do. We Embrace Curiosity by empowering you to experiment learn and grow in a dynamic environment. At Cyara our values drive us forward shaping a culture where innovation and excellence thrive.
Cyaras Diversity Equity Inclusive and Belonging:
At Cyara we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity equity inclusion and belonging (DEIB). We strive to cultivate an environment where every individual feels valued respected and empowered to bring their whole selves to work contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies practices and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities regardless of legally protected statuses such as sex race color ethnicity national origin age religion disability sexual orientation gender identity veteran status or medical condition. By celebrating our differences and championing inclusivity we enrich our organization make more thoughtful decisions and drive collective success.
Lets talk about your role and responsibilities:
- Make our customers happy: Create great experiences for our customers when they need help. Build trust and strong relationships with customers.
- Managing support cases to enable fast resolution of inbound requests while delivering quality work meeting or exceeding our customers expectations.
- Contributing and maintaining both internal and customer-facing content in our Knowledge Center to drive knowledge sharing across the team and help our customers self-serve.
- Be a product expert: Learn Cyara products intimately and help customers (and other team members!) do the same.
- Maintaining up-to-date expertise and certifications in the Cyara suite of products and related technologies.
- Resolve issues: Investigate issues in the product and partner closely with engineering to fix issues.
- Using our ticket tracking system to work on customers requests; research troubleshoot and identify solutions to product software network and hardware issues.
- Documenting defects that are escalated to the Engineering team.
- Documenting production-impacting incidents.
- Represent the voice of the customer: Represent our customers needs to drive our product in a strong direction
- Managing internal and customer-facing communications in the event of outages or incidents keeping all parties updated on progress.
- Improve how we operate: Whether its our tools systems or processes well rely on you to help us scale our support.
- Supporting and taking ownership of ad-hoc projects to develop the capabilities of the Customer Support team.
Lets talk about your skills/expertise:
- BS in Computer Science or related field or equivalent experience
- Minimum 4 years of experience supporting complex software products (VoIP IVR Genesys Avaya Cisco Nortel PBXs)
- Strong knowledge of network fundamentals and protocols
- Expertise in SIP/H323 VoIP WebRTC and/or ISDN signaling systems
- Web debugging skills across multiple browsers using Developer Tools
- Scripting abilities (shell Python JavaScript)
- Understanding of web technologies and internet security standards
- Experience with call tracing using application logs Wireshark and carrier traces
- Knowledge of Windows Server 2016 operating systems
- Web API experience automation and REST API troubleshooting
- Excellent analytical troubleshooting and communication skills
- Understanding of CTI
- Experience with AWS cloud services
- Familiarity with contact centers and agent software (Genesys Cloud Cisco Finesse NICE CXone Amazon Connect)
- Experience with MS SQL Server 2016 (running queries using SQL Management Studio)
- Knowledge of QA methodologies
- Familiarity with Elasticsearch Sumologic Splunk Grafana
- Experience with Zendesk Salesforce Jira.
- Knowledge of JQuery HTML CSS
Other skills you may have:
Why you should join us:
At Cyara youll have the opportunity to work with a group of people who share common goals are driven by a similar passion and valuethe expertise of their peers. Cyaraiscommittedto beingan equal opportunity employerfocused on building and maintaining a diverse inclusive and authentic workplace; and awork environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve this opportunity comes the chance to enjoy a flexible work environment competitive compensation and a work culture thats results-oriented fast-paced and focused on continuous improvement whilst maintaining a family first team oriented and ever positive atmosphere.
Cyara cares for its own - youll feel that on your first day - and youll get the chance to work for a global growing company and an all-inclusive team of innovators.
Interested Know someone who might be Apply online now.
Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant.
Agencies:Thanks but weve got this one! Please no phone calls or emails to any employees of Cyaraoutside of the Talent Acquisition team. Cyaraspolicy is to only accept resumes from Agencies via theCyaraAgency Portal. Agencies must have a valid fee agreement inplaceand they must have been assigned the specific requisition to which they submit resumes by the Cyara Talent Acquisition team before submitting any CVs. Any resume submitted outside of this process will be deemed the sole property of Cyara and in the event a candidate is submitted outside of this policy is hired no fee or payment of any kind will be paid
Required Experience:
Senior IC
Employment Type
Full Time
Key Skills
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