Senior Support Engineer

cyara

4+ Years | Hyderabad, Telangana, India (Hybrid) | Full Time | 7 months ago
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Job Summary

As a Senior Support Engineer at Cyara, you will play a crucial role in ensuring customer satisfaction by providing excellent support and building strong relationships. Your responsibilities include managing support cases, troubleshooting product issues, and contributing to the knowledge base. You will become a product expert, represent the customer's needs, and assist in improving internal processes. This role requires a deep understanding of Cyara's products, along with the ability to investigate and resolve technical issues. You will also be involved in internal and external communications during outages. This position requires working in a fast-paced environment that focuses on continuous improvement and teamwork.

Must Have

  • BS in Computer Science or equivalent experience.
  • 4+ years of experience supporting complex software.
  • Strong knowledge of network fundamentals and protocols.
  • Expertise in VoIP, WebRTC, and/or ISDN systems.
  • Web debugging skills across multiple browsers.
  • Scripting abilities (shell, Python, JavaScript).

Good to Have

  • Understanding of CTI.
  • Experience with AWS cloud services.
  • Familiarity with contact centers and agent software.
  • Experience with MS SQL Server 2016+.
  • Knowledge of QA methodologies.
  • Familiarity with Elasticsearch, Sumologic, Splunk, Grafana.
  • Experience with Zendesk, Salesforce, Jira.
  • Knowledge of JQuery, HTML, CSS

Job Description

Cyara is the world’s 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 scale.  Our promise is Customer Smiles - Delivered at Scale, and as a member of Cyara’s team, you’ll 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:  www.cyara.com


Want to know what it’s really like to join Cyara?  Check out this link to meet some real Cyarans and read about their individual career journey with us:  https://cyara.com/employee-profiles/


Cyara’s Values: 

At Cyara, our values shape everything we do. We're 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 cornerstone—we 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. 


Cyara’s 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. 


Let's 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 it's our tools, systems, or processes, we'll 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.

Let's 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
      • Other skills you may have:
    • 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 

Why you should join us: 

At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an  equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's 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 - you’ll feel that on your first day - and you'll 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 we’ve got this one!  Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team.  Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. 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

21 Skills Required For This Role

Communication Problem Solving Quality Control Automated Testing Web Api Salesforce Html Aws Windows Server Grafana Elasticsearch Wireshark Webrtc Jquery Python Sql Shell Splunk Jira Javascript Css