Software Engineer Japanese Jobs in Washington (NOW HIRING)

Job Summary:
Content Guru is a leading global provider of enterprise cloud Customer Experience (CX) and contact centre solutions. They are seeking a technically capable and customer-focused Support Engineer to join their support team, responsible for diagnosing and resolving technical issues while ensuring high service standards and customer satisfaction.
Responsibilities:
• 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
• 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
• 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
• Support customer service reviews when required
• Provide technical consultancy for key services
• Act as an escalation point for customers, partners, and suppliers when needed
Qualifications:
Required:
• 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
Preferred:
• 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)
Company:
Content Guru is a multi-award-winning provider of cloud-based communication solutions, delivering services through storm. Founded in 1993, the company is headquartered in Bracknell, GBR, with a team of 501-1000 employees. The company is currently Late Stage.