Support Engineer

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale.  Interested to find out more about us?  Check out:  www.cyara.com 

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

Cyara’s Diversity, Equity, Inclusive and Belonging Statement: 

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. 

 Cyara’s Values Statement: 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 is seeking an experienced technical support engineer to join our Customer Support team. In this role, you'll provide comprehensive technical support to our enterprise customers, serving as their trusted advisor and ensuring their success with the Cyara Platform. 

**Note: This role requires the candidate to be located within the Pacific Time Zone (PT) to ensure alignment with team collaboration and business hours.

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. 

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. 

- Understanding customer requests and collecting data required for escalation to other Cyara technical teams 

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. 

• Must have excellent verbal and written communication skills 
• Understanding of Web technologies 
• Understanding of telephony, VoIP (SIP), and IVR 
• Hands-on experience with Microsoft server operating systems 
• Hands-on experience troubleshooting computer/web applications 
• Ability to adapt to a changing environment and handle multiple priorities 
• Good analytical and troubleshooting skills 
• Must be able to work in a fast pace environment  
• Must have enough technical knowledge to know when to escalate 
• Must be willing to learn 

• BS in Computer Science or related field 
• Understanding of CTI 
• Experience with AWS cloud services 
• Familiarity with contact centers and agent software (Genesys Cloud, Cisco Finesse, NICE CXone, Amazon Connect) 
• Web debugging skills across multiple browsers using Developer Tools 
• Familiarity with Elasticsearch, Sumologic, Splunk, Grafana 
• Experience with Zendesk, Salesforce, Jira. 
• Knowledge of JQuery, HTML, CSS 

**This role includes an on-call rotation approximately one weekend every two months to support urgent customer issues. Flexibility and responsiveness during these periods are expected and appreciated.**

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.  We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day: 

Deliver Excellence

Innovate Boldly

Integrity First

Embrace Curiosity

Interested? Know someone who might be? Apply online now. 

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