Content Guru · 5 months ago
Support Engineer
Reston, VA
Full-time
Onsite
Mid LevelContent Guru is an international company seeking a Support Engineer to deliver technical support to customers globally. The role involves resolving incidents and service requests, ensuring high customer satisfaction, and providing consultancy and software upgrades while maintaining ownership of issues throughout the resolution process.
Cloud ManagementSoftwareTelecommunications
Responsibilities
Resolving technical issues
Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues, including completing planned changes and the associated QA and testing
Log and resolve faults with external suppliers and internal teams
Ensure tickets are regularly and accurately updated in accordance with contractual SLAs
Pro-actively seek guidance from other technical teams/management to identify and propose ticket resolutions
Where appropriate, escalate faults to other technical teams, retaining ownership of the ticket to ensure a timely resolution
Highlight any trends or patterns in technical issues to management
Ensure that the correct process and procedures are followed for ticket management and escalations
Providing customer service
Be a first and single point of contact for all customer enquiries
Respond to calls, email and other customer alerts promptly and within SLA/KPI targets
All responses and contact must be prompt, polite, relevant and concise
Provide exceptional customer service at all times, ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes
Maintain a commitment to keeping customers informed and build and maintain relationships of trust with customers
Set realistic and achievable expectations with customers on communication and resolution timeframes
Act as an escalation point for customers, partners or suppliers as required
Ensure the correct process and procedure for customer contact are followed at all times
Opportunities to lead Service Reviews for customers
Customer consultancy for key services
Continual improvement and documentation
Ensure systems are kept up-to-date with clear, concise and non-jargon entries which customers and the business can access to clearly and quickly understand the nature of any technical entries
Where necessary, liaise with other in-house teams to ensure accuracy and consistency of client information
Be pro-active in communicating any process improvements to management
Continuously improve knowledge and understanding of our platform and customer solutions
Where required, utilising software development skills to improve the internal toolset
Qualification
Required
Bachelors degree/equivalent in STEM or Computer Science related subject, or substantial equivalent experience
Networking, Microsoft or Linux related training/qualifications
Experience in a customer facing role
Experience in resolving technical issues in a second or third line environment
Experience with any software development language
Experience of network troubleshooting
Able to remain professional in all circumstances
Able to multi-task without compromising service levels
Good spoken and written communication
Good attention to detail
Strong problem solving skills
Personal commitment to delivering high standards of customer satisfaction
Proactive and able to take the initiative to progress work
Preferred
Language skills such as Dutch, French, German, Italian, Japanese, Polish, Portuguese and Spanish
Company
Content Guru
Content Guru is a multi-award-winning provider of cloud-based communication solutions, delivering services through storm.
Founded in 1993
501-1000 employees
H1B Sponsorship
Content Guru has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
John Rees
Chief Operating Officer
Recent News
FinTech Global
2025-10-07
Company data provided by crunchbase