Global Support Engineer — Incident Ownership & Customer Focus

contentguru; Reston (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Content Guru, a leading provider of enterprise cloud CX solutions, seeks a proactive Support Engineer in Reston, VA. You will own customer incidents from report to resolution, diagnose issues across our platform, and communicate clearly to ensure high customer satisfaction.

You’ll support via phone, email, and portals, assist with software upgrades, and contribute to service improvements. A STEM degree and strong problem-solving and communication skills are essential.

Qualifications

• Bachelor's degree in a STEM or Computer Science-related subject or equivalent experience.
• Strong technical problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to remain professional under pressure.
• Strong attention to detail.
• Ability to manage multiple tasks without compromising service levels.
• Proactive and self-motivated approach.
• Commitment to delivering high standards of customer satisfaction.
• Willingness and flexibility to work on a shift rota, including occasional out-of-hours support.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues across our platform.
• Log, manage, and update support tickets in line with SLAs; escalate complex issues when needed.
• Liaise with internal teams and external suppliers to resolve faults; retain ownership of incidents.
• Identify trends and report recurring issues to management.
• Act as first point of contact for customer inquiries; respond promptly via phone, email, and portals.
• Provide clear, concise communication; keep customers informed of progress and resolution times.
• Support continuous improvement and documentation; keep system records accurate and up to date.
• Contribute to internal tooling and automation where appropriate.
• Provide technical consultancy for key services and act as escalation point for customers, partners, and suppliers.

Skills

Technical problem-solving

Written communication

Verbal communication

Time management

Customer service

Shift work

Education

Bachelor's degree in STEM/CS

Job description

Content Guru, a leading provider of enterprise cloud CX solutions, seeks a proactive Support Engineer in Reston, VA. You will own customer incidents from report to resolution, diagnose issues across our platform, and communicate clearly to ensure high customer satisfaction.

You’ll support via phone, email, and portals, assist with software upgrades, and contribute to service improvements. A STEM degree and strong problem-solving and communication skills are essential.