Support Engineer

5 Days ago • 2 Years +

About the job

Summary_{By Outscal}

Cyara seeks an experienced Support Engineer to join their Customer Response team. Ideal candidate possesses strong technical acumen with expertise in testing/contact center space, knowledge of VoIP, and excellent communication skills. Responsibilities include managing support cases, resolving product issues, and representing customer needs.

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.

We are looking for an experienced technical support engineer to join our Customer Response team where they will perform a wide range of customer care activities for our enterprise customers. The expectation of the Senior Support Engineer is that he/she will possess a high level of technical acumen with domain expertise in the testing/contact center space. They will also be a quick learner and develop expertise in all aspects of the Cyara Platform - deploying this knowledge to help our customers be successful with our product. We are also looking for someone that is able to function effectively in high-pressure situations and handle escalations in a calm, methodical and professional manner. We need someone who will be a trusted technical advisor to the customer, a passionate advocate for the customer, and someone who cares about and is obsessed with the customer experience as we are; a highly organized, detailed oriented and proactive individual that we can entrust with our largest and most strategic customers. We are seeking someone who is an exceptional communicator, and can maintain high levels of engagement with our customers and deliver an elevated level of service to drive customer satisfaction and loyalty.

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 Cyara suite of products and related technologies.

Resolve issues: Investigate issues in the product, 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 and struggles 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 Response support team.

The Experience You Have:

2 years previous experience supporting at least one or more types of voice application product such as a VoIP product, IVR product, Genesys, Avaya, Cisco, or Nortel PBXs
Knowledge and experience with support of SIP VoIP, H323 VoIP and ISDN signaling systems
Knowledge of network fundamentals and protocols
Knowledge and understanding Web technologies
Understanding of CTI
Experience working in support in a software company
Experience tracing calls using application logs, Wireshark traces, carrier traces
Web API & shell scripting experience
Must have good analytical and troubleshooting skills
Must have good verbal and written communication skills
Nice to have:
Database knowledge and experience with MS SQL server 2016 or later with running executing queries and using SQL Management Studio
Support experience with Windows Server 2012 and later
Windows server administration/implementation
Knowledge of Docker Technology
Knowledge and experience with VMWare
Knowledge and experience working with Elasticsearch, Sumologic, Splunk
Experience debugging web pages using common Browser types such as IE, Firefox, Chrome etc
Knowledge of JQuery, Javascript, HTML

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