Manager, Customer Support

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. 

We are looking for a technical support manager to join our growing Customer Support team, where he/she will perform a wide range of customer care activities for our enterprise customers. In this role, you will be focused on leading a growing team of technical Support Engineers in addition to leading strategic projects. Developing the team’s technical knowledge and soft skills through regular meetings, objectives, and coaching will be a critical function of the position. The manager will be responsible for tracking team and individual performance, measuring the success of the existing tiered support model, changing existing and developing new processes, and leading initiatives to improve team and organization performance. 

Responsibilities:

• Lead Cyara Technical Support Initiatives 
• Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives 
• Setting and managing team goals 
• Maintain, build and improve internal reporting, and other processes to optimize team productivity 
• Maintaining up-to-date expertise and certifications in the Cyara suite of products and related technologies to actively participate in coaching team members and the team onboarding process 
• Supporting and taking ownership of ad-hoc projects to develop the capabilities of the Customer Support team 
• Using our ticket tracking system to work on customers' requests; research, troubleshoot, and identify solutions to product, software, network, and hardware issues. 
• Taking ownership of technical issues and working with Cyara Engineering and Product teams to troubleshoot product defects. 
• Managing internal and customer-facing communications in the event of outages or incidents, keeping all parties updated on progress. 

Escalations:

• Owning and managing escalations from our customers, providing timely updates, proactively communicating, and working with and organizing the efforts of both internal and customer teams and stakeholders to manage the escalation through to resolution. 
• Serve as the top-line escalation point for high-priority support cases 
• Report metrics and case management updates to Director, Customer Support, Customer Success, and leadership teams 
• Coordinate appropriate resources to achieve efficient issues resolution for our top-tier customers 

The Experience You Have:

• You have at least eight years of continuous experience in technical support or technical account management positions working with large enterprise customers.
• 5 years of leadership within a technical support organization.
• 5+ years experience working directly with customers within technology companies.
• Experience with Cloud/Saas software products.
• Excellent verbal and written communication skills.
• Excellent presentation skills coupled with a strong leadership presence.
• Excellent time management skills and a strong sense of urgency.
• Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; a real passion for solving technical problems.
• Experience working with and improving Support ticketing systems and tools and processes.
• Flexibility to handle critical cases after hours as needed.
• Committed to creating and developing a high-performing team that promotes the Cyara culture. 
• Technical experience with contact center technologies is welcome (IVR, VoIP, TDM, CTI; one or more of Genesys/Cisco/Avaya). Experience and knowledge in software testing, IP networking fundamentals, web technologies, databases and virtualization is preferred. 

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. We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day:

• Deliver Excellence  
• Innovate Boldly 
• Integrity First 
• Embrace Curiosity 

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