As a Monitoring Support Specialist, you'll monitor automated tests, investigate failures, escalate issues, and ensure the reliability of Cyara's services while maintaining customer communication.
Summary Generated by Built In
As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale.As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers.
Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better.
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:
Why you should join us:
Looking for a place where your ideas matter, your growth is accelerated, and your work creates real impact? Welcome to Cyara.
We're building the assurance layer that gives enterprises the confidence to deploy agentic AI at scale with a global team that values curiosity, collaboration, and continuous learning. Whether you're launching new ideas, solving complex problems, or learning from talented colleagues across the world, you'll be surrounded by people who challenge and support you to do your best work.
At Cyara, inclusivity isn't a buzzword, it's part of who we are. We foster a culture where everyone feels seen, heard, and empowered to contribute. Pair that with competitive pay, comprehensive benefits, flexible work options, recognition programs, and a strong focus on employee well-being, and you've got a workplace designed for both success and fulfilment.
Big opportunities. Real impact. Amazing people. That's the Cyara experience.
Cyara’s Diversity, Equity, Inclusive and Belonging Statement:
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.
Cyara’s Values Statement: 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.
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 CVs. 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.
