Sr. Customer Support Engineer

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

About Cyara:

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale.

As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it's whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers.

Joining Cyara means helping shape the future of customer experience, partnering with some of the world's biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better.