2Nd Line Support Engineer Jobs in Virginia (NOW HIRING)

Support Engineer

Content Guru is a leading global provider of enterprise cloud Customer Experience (CX) and contact centre solutions, and we are at the forefront of the Generative AI evolution.

Were looking for a technically capable and customer-focused Support Engineer to join our growing support team. If you enjoy solving complex problems, working directly with customers, and delivering reliable, high-quality service, wed love to hear from you.

What we are looking for

Were seeking a proactive and motivated Support Engineer with strong technical and communication skills. Youll take ownership of customer incidents and service requests from initial report through to resolution, ensuring high service standards and excellent customer satisfaction.

Youll work as part of an international support team, providing technical assistance via phone, email, and web portals, and contributing to the ongoing improvement of our platform and services. The role operates on a shift rota basis to support our customers needs.

Location

This role is based in our Reston, Virginia head office. Some occasional travel to customer sites may be required.

Key responsibilities of the role

Technical Support & Incident Management

• Diagnose, troubleshoot, and resolve technical issues across our platform
• Follow established troubleshooting, testing, and quality assurance processes
• Take full ownership of incidents from report to resolution
• Log, manage, and update support tickets in line with SLAs
• Liaise with internal teams and external suppliers to resolve faults
• Escalate complex issues where appropriate, while retaining ownership
• Identify trends and recurring technical issues and report them to management

Customer Service & Communication

• Act as the first point of contact for customer enquiries
• Respond promptly and professionally via phone, email, and portals
• Provide clear, concise, and jargon-free communication
• Keep customers informed of progress and expected resolution times
• Build strong, trusted relationships with customers
• Maintain a calm and professional approach at all times

Continuous Improvement & Documentation

• Maintain accurate, clear, and accessible system records
• Ensure documentation is up to date and easy to understand
• Proactively suggest and support process improvements
• Continuously develop knowledge of our platform and customer solutions
• Support software upgrades and release packages
• Contribute to internal tooling and automation where appropriate

Customer Consultancy & Service Reviews

• Support customer service reviews when required
• Provide technical consultancy for key services
• Act as an escalation point for customers, partners, and suppliers when needed

About you

• Bachelors 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

Desirable:

• Experience in a customer-facing technical role
• Second- or third-line support experience
• Network troubleshooting experience
• Knowledge of Linux, Microsoft, or networking technologies
• Experience with software development languages
• Additional language skills (e.g. French, German, Spanish, Japanese)

About the Company

Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. With modern, vibrant offices in the UK, Germany, Japan, the Netherlands, Portugal, and the US, our award-winning cloud technology powers mission-critical services for some of the worlds biggest organisations.

Our goal is to enhance the way the world communicates, enabling seamless interactions across voice, video, chat, email, and more.

We are an equal opportunities employer and consider all qualified applicants regardless of race, gender, religion, orientation, disability, or any other protected characteristic. We are committed to creating an inclusive workplace where individuals can thrive and grow.