Support Engineer

Content Guru; Great Falls Crossing (VA); On-site; USD 70,500 - 88,100; Full time

Job summary

A global software company is seeking a Support Engineer to join their team in Great Falls Crossing, Virginia. The role involves resolving customer technical issues, providing exceptional customer service, and maintaining clear communication throughout the support process. Candidates should have a Bachelor's degree in a relevant field and experience in a customer-facing technical support role. This position offers full-time employment with opportunities for growth.

Qualifications

• Experience in a customer-facing role with technical support.
• Experience in resolving technical issues in a second or third line environment.
• Experience with any software development language.
• Strong attention to detail and proactive problem solving.

Responsibilities

• Resolve technical issues by diagnosing and applying fixes.
• Respond to customer inquiries via phone and email promptly.
• Maintain accurate ticket updates in accordance with SLAs.
• Proactively communicate improvements and updates to customers.

Skills

Problem solving

Customer service

Technical troubleshooting

Multi-tasking

Communication skills

Education

Bachelor's degree in STEM or Computer Science

Networking qualifications

Job description

Join to apply for the Support Engineer role at Content Guru

Join to apply for the Support Engineer role at Content Guru

What The Role Is For

A brief description of the main purpose of the role

What The Role Is For

A brief description of the main purpose of the role

This role works as part of an international team to deliver technical support to customers across the globe. Support Engineers take responsibility for and ownership of all incidents, service requests and queries through to resolution, with focus on first time fix metrics and on meeting customer expectations. Support Engineers are highly technically able and capable of prioritising, categorising and resolving the majority of faults covering the standard product portfolio. This includes taking support calls by telephone, email and via web portals.

The Support Engineering role encompasses many other aspects alongside technical problem solving, including; end customer consultancy and success, delivering software upgrades from product release packages, quality management and internal tooling development.

What Success Looks Like

The key deliverables, critical for effective performance e.g. customer satisfaction, and a brief description of why it is important

• Problem identification and solving: it is critical that the jobholder is able to identify the nature of an issue and apply the appropriate resolution process/fix to restore services in a timely manner.
• Motivation and ownership of issues: the jobholder must be self-motivated to maintain high service levels for both simple and complex issues requiring interaction with other teams. Support Engineers maintain ownership of incidents from the initial customer report to resolution, including delivering software or infrastructure upgrades.
• Communication and commitment to customer service: customer service delivered by phone and email will require good written and verbal communication skills. The jobholder must speak / write in a clear and concise manner without using technical jargon. The jobholder must remember the impact of a technical fault on the customer at all times as the customer can be experiencing an impact to their business critical systems; a calm and professional demeanour must be maintained at all times.
  
  

Key Responsibilities

3-5 major areas of responsibility with a brief description of the expected activities

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.
  
  

PERSON PROFILE

Essential (E) or desirable (D) knowledge, education, experience and skills

Education & Qualifications: Specialised/Technical

Bachelors degree/equivalent in STEM or Computer Science related subject, or substantial equivalent experience

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

Skills / Aptitude

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

Language skills such as Dutch, French, German, Italian, Japanese, Polish, Portuguese and Spanish.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at Content Guru by 2x

Get notified about new Support Engineer jobs in Reston, VA.

Arlington, VA $70,500.00-$88,100.00 1 week ago

Data Center Technician, Global Server Operations

Reston, VA $73,500.00-$103,000.00 6 days ago

Herndon, VA $75,000.00-$82,000.00 6 days ago

Data Center Technician, Global Server Ops, Metro, Operations

Reston, VA $73,500.00-$103,000.00 6 days ago

McLean, VA $110,000.00-$115,000.00 1 month ago

Sterling, VA $51,000.00-$82,000.00 6 days ago

Washington, DC $54,000.00-$80,000.00 2 days ago

District of Columbia, United States 3 days ago

Herndon, VA $85,000.00-$95,000.00 6 days ago

Support Experience Engineer - Tools & Automation, WhatsApp Operations

Washington, DC $147,000.00-$203,000.00 3 days ago

Senior Technical Support Engineer, US Government, XSIAM

Application Support Engineer (Helpdesk+ Full Stack)

Sr. Technical Support Engineer, US Government, VM Specialist

Network Engineer, Operations and Support

McLean, VA $110,000.00-$115,000.00 1 month ago

District of Columbia, United States $70,000.00-$100,000.00 2 days ago

Sr. Technical Support Engineer, US Government, Prisma Access (2pm to 11pm Central Time - Late Shift)

Technical Support Manager, Enterprise Applications (exp. req.)

Washington DC-Baltimore Area $90,000.00-$150,000.00 1 week ago

Network Engineer, Operations and Support (Labs)

Ashburn, VA $50.48-$156,000.00 2 weeks ago

Senior Technical Support Engineer, Focused Services

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.