Monitoring Support Specialist

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

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.

We are looking for a Cyara Monitoring Support Specialist to join our growing team in Hyderabad. In this role, you will support Cyara’s enterprise customers by proactively monitoring automated tests, investigating failures, and identifying root causes in a timely and accurate manner.
You will follow established Standard Operating Procedures (SOPs) to communicate findings, escalate issues when required, and help prevent service disruptions and outages. This role plays a critical part in maintaining the reliability and availability of Cyara’s services.
If you are eager to learn, have strong technical aptitude, and bring experience in customer support or operations, we would love to hear from you.
The team operates 24/7, and this role requires shift work, including day, night, and weekend shifts as needed.

The Role Responsibilities::
• Ensure uninterrupted operation of the Voice Assure solution worldwide by accurately processing test calls using internal tools
• Follow internal SOPs to gather information and determine the issue by evaluating and analyzing symptoms for accurate processing test calls using internal software
• Identify and escalate priority issues
• Use our ticket tracking system to work on internal issues: research, troubleshooting and identifying solutions to product, software, network and hardware issues.
• Manage internal and customer-facing communication in the event of outages or incidents, and keep all parties updated on progress
• Follow internal SOPs to collect information about the state of Cyara’s infrastructure components; track, record and refill balances when required

Role requirements: :
• Fluent in English, both written and verbal
• 2+ years of proven customer service experience or customer-facing technical support experience
• Demonstrate the ability to follow through with tasks to close
• Demonstrated ability to work on multiple work streams simultaneously
• You should be organized, meticulous, a communicator with a “can-do attitude”
• Knowledge of IP network fundamentals
• Understanding of telephony, VoIP (SIP), and IVR
• Excellent Analytical and Troubleshooting skills
• Willingness to learn

Nice To Have::
• End-user experience with CRM systems would be advantageous
• Knowledge of VoIP/SIP and ISDN basics

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