Sr. Customer Support Engineer
Cyara
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Job summary
Cyara, a global leader in AI-powered CX assurance, seeks a seasoned Customer Support Engineer in Hyderabad. You will handle complex software product support (VoIP, IVR, CTI), troubleshoot network and signaling issues, and maintain product knowledge articles.
Strong scripting, API troubleshooting, and analytical skills are essential as you collaborate with engineering and customer teams. Join Cyara to help ensure reliable customer experiences across voice, digital, and AI-powered channels, while
Qualifications
- 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.
Responsibilities
- Make our customers happy: Create great experiences for our customers when they need help.
- Managing support cases to enable fast resolution of inbound requests, while delivering quality work.
- Contributing and maintaining internal and customer-facing content in Knowledge Center to drive knowledge sharing.
- Be a product expert: Learn Cyara products intimately and help customers and team members.
- Maintaining up-to-date expertise and certifications in Cyara products.
- Resolve issues: investigate issues and work with engineering to fix them.
- Using our ticket system to research, troubleshoot and identify solutions to product, software, network, and hardware issues.
- Documenting defects escalated to Engineering.
- Documenting production-impacting incidents.
- Represent the voice of the customer to drive product direction.
- Managing communications during outages or incidents.
- Improve operation: help scale tools, systems, processes.
- Support and own ad-hoc projects to develop Customer Support capabilities.
Skills
Education
Tools
Job description
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
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.
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.
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.
- 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
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