Sr. Customer Support Engineer

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale. Interested to find out more about us?  Check out:  www.cyara.com

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. 

• 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.

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