Cyara is hiring a

Tier1 Support Engineer

Full-Time
Remote

Who is Cyara?

Cyara is the world's market-leading provider of an omnichannel customer experience testing and monitoring platform. Founded with a focus on making its customers successful, Cyara enables rapid innovation of the customer experience to achieve better customer outcomes while dramatically reducing the cost of development and testing and minimizing the risk of exposing consumers to poor customer experiences. The Cyara Platform provides a foundation for enterprise organizations designing and testing the customer experience throughout the testing lifecycle, across all customer interaction media, and across the entire technical architecture (IVR, Web chat, SMS).

Cyara customers innovate 40% to 70% faster than their peers and reduce the time and expense for testing their software by a third or more compared to manual testing while providing better test coverage to identify and correct issues in their customer experience environment. In addition to testing, Cyara also provides active monitoring of the customer's environment. From self-service applications through to the agent desktop, Cyara provides leading-edge solutions to some of the most recognizable brands in the world. Every day, millions of flawless customer interactions are delivered by organizations utilizing the Cyara Platform.

Our customers include some of the leading consumer brands in the world who obsess with delighting their customers.   We sell to financial institutions, mobile operators, manufacturers, government agencies and software companies in Europe, Asia/Pacific, Australia, and North America. Our market is horizontal, global and large. Our upside potential is substantial.

What We’re Looking For:

We are looking for a technical support engineer to join our Customer Response team where they will perform a wide range of customer care activities for our enterprise customers. 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 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:

  • Managing support cases to enable fast resolution of inbound requests, while delivering quality meeting or exceeding our customers’ expectations.
  • Answering calls from Cyara customers
  • Understanding customer requests and collecting data required for escalation to other Cyara technical teams 
  • Supporting and taking ownership of ad-hoc projects to develop the capabilities of the Customer Response support team.
  • Using our ticket tracking system to work on customers' requests; research and identify solutions to product, software, network and hardware issues.
  • Documenting production impacting incidents.
  • Maintaining up-to-date expertise and certifications in Cyara suite of products and related technologies.
  • Managing internal and customer-facing communications in the event of outages or incidents, keeping all parties updated on progress.

 

Skills You Have:

  • Must have excellent verbal and written communication skills
  • Must be willing to learn
  • Experience troubleshooting computer/web applications
  • Ability to adapt to a changing environment and handle multiple priorities
  • Good analytical and troubleshooting skills
  • Must be able to work in a fast pace environment 
  • Must have enough technical knowledge to know when to escalate
  • Understanding of Web technologies
  • Hands-on experience with Microsoft server operating systems

 

Nice to have:

  • Understanding of VoIP and IVR
  • Previous support experience
  • Windows server administration/implementation
  • Basic knowledge of VMWare
  • Knowledge of Elasticsearch, Sumologic, Splunk
  • Experience debugging web pages using common Browser types such as IE, Firefox, Chrome etc
  • Knowledge of JQuery, Javascript, HTML

 

Culture Fit:  

You are the kind of person who acts with integrity in all you do, you value people and establish trusted relationships, you care deeply about the customer experience and pride yourself on delivering an elevated level of service, you are highly organized and responsive, you are proactive and always seeking improvement and never satisfied with the status quo, you have an eye for attention to detail, you are comfortable moving fast and making decisions quickly, you value individuals but are known for making teams come together across functional lines.   Our core values, an excerpt which is below from our company's internal website, are what we live by:

Customer Obsession.  We pride ourselves on our customer focus and commitment and our work hard, play hard culture! All our customers are referenceable due to the dedication of our team and their relentless effort to hold our customer’s hand throughout their journey until favorable outcomes have been delivered.

Innovation.  Don’t be afraid to bring new ideas, thinking, and approaches to Cyara and question our existing approach, as we believe in constant learning and continuous improvement. We’re very innovative and take pride in doing things that have never been done before, no matter how impossible they may seem.

Humility.  At Cyara we’ve worked hard to try and build a flat, team-centric culture where everyone rolls their sleeves up to get the job at hand done even if it’s not in your job description. No task is too low-level or small for all of us to do. Be confident but humble.

Quality.  Always put in your best effort and the results will take care of themselves! Don’t compromise the quality of your work even though time pressures may exist

We’ve grown every year of our existence. All of our customers can be referenced. Our strength is in our core values.

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