Application Support Engineer (NOC Engineer)

Cyara is the world’s leading Automated CX Assurance Platform provider, enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands, including Airbnb and NAB trust Cyara to deliver customer smiles at scale. Our promise is Customer Smiles - Delivered at Scale, and as a member of Cyara’s team, you’ll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers. Interested to find out more about us? Check out: www.cyara.com

Want to know what it’s really like to join Cyara? Check out this link to meet some real Cyarans and read about their individual career journey with us: https://cyara.com/employee-profiles/

Cyara’s Values: 

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. 

Cyara’s Diversity, Equity, Inclusive and Belonging: 

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. 

Primary Purpose and Function 

As part of the Cyara CloudOps team, the NOC Engineer will be responsible for monitoring Cyara’s global SaaS platform and working closely with our Support /Customer Response team to ensure our uptime commitments are maintained. You will be responsible for upgrading our platforms, diagnosing issues that are reported, and working with various internal teams to resolve them. 

Minimum Qualifications 

Bachelor's degree in computer science, computer engineering, or a similar field. 

Essential Functions and Responsibilities

• Ensure that a high quality of service and customer focus is always maintained. 
• Monitor Cyara systems and networks to proactively identify and address potential issues. 
• Perform day-to-day maintenance to ensure the smooth operation of the system. 
• Respond to high-level business-critical issues to ensure continuity of service within agreed SLAs. 
• Automate tasks to minimize downtime and improve consistency. 
• Work on a 24×7 rotation basis. 
• Individual contributor. 
• Capable of adapting to new technologies. 
• Identify, document, and implement ways of improving the monitoring of the platform. 

Technical Skills

• 1–3 Years of experience in a product/application support/NOC role. 
• Familiarity with Incident, Change, and Problem Management processes. 
• Experience with VoIP protocols (SIP, H.323). 
• Familiarity with network terminologies (e.g., DNS, DHCP, SMTP, BGP, Routes, Switches). 
• Should have expertise in TCP/IP network traffic and event logs analysis. 
• Experience with analyzing network traces (e.g., Wireshark). 
• Experience working with log aggregation/APM tools such as Sumologic, Splunk or Grafana 
• Experience with monitoring tools. 
• Experience working with Telecommunication carriers. 
• Basic knowledge of Windows Server, MSSQL, and Linux. 
• Experience in putting together RCAs for incidents. 
• Knowledge of working with IVR / Contact Center products (e.g., Avaya, Cisco, Genesys) 

Nice to Haves

• Experience working with AWS. 
• Exposure to Terraform, Packer, or Chef. 
• Knowledge and hands-on experience in the management of SBCs. 
• Knowledge of working with IVR / Contact Center products (e.g., Avaya, Cisco, Genesys). 

Why you should join us: 

At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.

Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators.

Interested? Know someone who might be? Apply online now. 

Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant. 

Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid