IT Support Engineer

As a global leader in AI-powered customer experience assurance, Cyara partners with some of the world’s most recognized brands to deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-driven channels. Our platform optimizes hundreds of millions of customer journeys annually, enabling businesses to confidently provide exceptional experiences at scale. As enterprises rapidly adopt agentic AI, Cyara serves as the essential confidence layer, rigorously testing AI agents to detect inaccuracies, validate decisions, and ensure compliance before any issues reach customers. Joining Cyara means contributing to the future of customer experience alongside passionate, talented professionals dedicated to improving every customer interaction.

Key Responsibilities:
- Serve as the first line of IT support within the company, including flexibility for rotational shifts.
- Provide technical support to Cyara staff globally, both remotely and on-site.
- Troubleshoot and resolve issues related to wired and wireless networks.
- Diagnose and fix problems with Windows 10/11 and macOS operating systems.
- Manage multiple support requests, ensuring timely resolution in line with service level agreements (SLAs).
- Participate in IT projects such as system upgrades, migrations, and new implementations to ensure smooth transitions.
- Maintain accurate documentation of incidents, resolutions, and technical procedures.
- Support inventory tracking and asset management activities.
- Ensure compliance with IT security and operational policies.
- Assist with onboarding new employees, including IT setup and orientation.
- Promote continuous learning by sharing knowledge through hackathons, seminars, and conferences.
- Contribute to a collaborative work environment that embraces cross-functional teamwork.
- Continuously update and improve the internal knowledge base for IT support and employee use.

Required Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 5 years of professional experience, with at least 3 years in IT support or a helpdesk environment.
- Strong proficiency in Windows and macOS environments.
- Familiarity with productivity suites such as Microsoft 365 or Google Workspace.
- Basic understanding of networking concepts including Wi-Fi, LAN, and VPN.
- Excellent communication and customer service skills, with the ability to explain technical issues to non-technical users.
- Experience using ticketing systems like Service Cloud, Zendesk, or Jira.
- Knowledge of Mobile Device Management (MDM), preferably Microsoft Intune.
- Understanding of incident management, service requests, change management processes, and IT security principles.
- Ability to work independently, prioritize tasks effectively, and maintain attention to detail in a fast-paced environment.
- Strong problem-solving and analytical skills with a logical approach to troubleshooting.

Preferred Qualifications and Benefits:
- Experience provisioning and deprovisioning user computers and accounts.
- Alignment with Cyara’s core values, including delivering excellence, innovating boldly, integrity first, and embracing curiosity.
- Opportunity to work in a culture that values diversity, equity, inclusion, and belonging (DEIB), fostering an environment where all employees feel respected and empowered.
- Competitive compensation, comprehensive benefits, flexible work options, and programs focused on employee well-being.
- A dynamic workplace that encourages continuous learning, collaboration, and innovation.

At Cyara, inclusivity is integral to our culture. We are committed to providing equal opportunity and a discrimination-free environment where individuals are evaluated solely on their merits. Our values drive us to deliver excellence, take smart risks, and build trust through humility and respect for diversity. Join us to be part of a global team that challenges and supports you to do your best work while making a real impact in the evolving world of AI-powered customer experience.

Please note, Cyara’s recruitment process may utilize AI tools to assist with application review and candidate assessment; however, final hiring decisions are made by human recruiters. We welcome applicants who share our commitment to innovation, collaboration, and continuous growth.