Sr. Customer Support Engineer

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
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
• 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 

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