Senior Customer Support Engineer

Cyara

. Create great customer experiences, build trust, and maintain strong customer relationships .

Posted 10/9/2026full-timeHyderabad • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support for complex software products, particularly in VoIP and IVR systems, while effectively managing customer relationships and communications. Proficient in troubleshooting, documentation, and utilizing various tools to enhance customer support capabilities.

Highest-signal resume keywords

VoIP SupportSIP/H323 ExpertisePython ScriptingAWS Cloud ServicesCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

VoIPIVRSIP/H323WebRTCNetwork FundamentalsWeb APIMS SQL ServerHTMLCSSJavaScript

Soft Skills

Analytical SkillsTroubleshooting SkillsCommunication Skills

Tools & Technologies

WiresharkZendeskSalesforceJiraElasticsearchSumologicSplunkGrafana

Certifications & Qualifications

BS in Computer Science

Industry Keywords

Customer SupportContact CentersCTIKnowledge CenterProduction-Impacting Incidents

Tech Stack

Tools & technologies

AWSCloudElasticSearchGrafanaJavaScriptjQueryMS SQL ServerPythonSplunkSQLVoIP

About the role

Key responsibilities & impact

Create great customer experiences, build trust, and maintain strong customer relationships
Manage support cases and inbound requests, delivering quality work and meeting or exceeding customer expectations
Contribute to and maintain internal and customer-facing Knowledge Center content
Develop intimate expertise in Cyara products and help customers and team members learn them
Maintain current expertise and certifications in the Cyara product suite and related technologies
Investigate product issues and partner with Engineering to resolve them
Use the ticket-tracking system to research, troubleshoot, and resolve product, software, network, and hardware issues
Document defects escalated to Engineering
Document production-impacting incidents
Represent customer needs to influence product direction
Manage internal and customer-facing communications during outages or incidents
Support tools, systems, and process improvements to scale Customer Support
Own ad-hoc projects that develop Customer Support team capabilities

Requirements

What you’ll need

BS in Computer Science or related field, or equivalent experience
Minimum 4 years of experience supporting complex software products, including VoIP, IVR, Genesys, Avaya, Cisco, or 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 with shell, Python, and 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, including Genesys Cloud, Cisco Finesse, NICE CXone, and Amazon Connect
Experience with MS SQL Server 2016+, including running queries and using SQL Management Studio
Knowledge of QA methodologies
Familiarity with Elasticsearch, Sumologic, Splunk, and Grafana
Experience with Zendesk, Salesforce, and Jira
Knowledge of jQuery, HTML, and CSS

Benefits

Comp & perks

Collaborative global work environment
Equal-opportunity, discrimination-free workplace
Diversity, equity, inclusion, and belonging initiatives
Opportunities to experiment, learn, and grow
Product certifications and related technology expertise development