Senior IT Systems 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. 

As a Senior IT Systems Engineer at Cyara, you will play a crucial role in evaluating, testing, debugging, and implementing application programs that support our company infrastructure, business processes, workforce management, and operations. You will also be responsible for addressing helpdesk tickets to provide global support to our employees. Given our cloud-based applications, we seek someone with experience in cloud-based IT applications who can provide general help desk and service desk support. Our environment includes both Windows and Mac systems. Your role will involve analyzing, installing, modifying, and supporting operating systems, databases, and utility software.

Let's talk about the role and responsibilities:

• Deploy and manage business-critical applications supporting the company IT catalog.
• Collaborate with engineering and security teams to coordinate IT policies.
• Develop and maintain documentation for supported applications, processes, and training materials.
• Work with Information Security, PeopleOps, and Business Operations to develop automated onboarding and offboarding processes.
• Develop tooling and processes for end-user asset management, provisioning, and tracking.
• Support distributed employees and contractors with day-to-day access requests, helpdesk tickets, and user onboarding/offboarding.
• Provide support services for technical issues involving desktops, laptops, or network services.
• Ensure all IT-related issues/requests are properly logged in the ticket system.
• Provide timely resolution of problems or escalations.
• Build and maintain cross-functional relationships with internal teams to drive initiatives.
• Plan and implement systems automation and integrations for enhanced efficiency.
• Assist in the ongoing evaluation and management of major vendor relationships and outsourcing arrangements.
• Develop system monitoring and support automation to enhance and scale the quality of support.

Let’s talk about your skills/expertise:

• 6-8 years of experience administering and integrating SaaS applications like O365, Zoom, Slack, etc.
• 5-7 years of hands-on experience developing automation workflow solutions using SaaS workflow frameworks and integrations for repetitive or manual tasks.
• 7+ years of experience in IT within a high-growth Software as a Service (SaaS) environment.
• Experience with MDM solutions to configure and manage endpoints, including ScaleFusion (for Windows).
• Experience managing helpdesk functions for small to mid-sized companies.
• Experience deploying and managing identity and access management platforms.
• Proficiency in one of the following scripting languages: bash, PowerShell, Python.
• Hands-on experience supporting both Windows and Mac environments.
• Experience developing automation workflows and integrations for repetitive or manual tasks.
• Microsoft certification is a plus.

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