Support Engineer

Stellenbeschreibung:

Join us to apply for the Support Engineer role at Content Guru .

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

We are seeking a technically skilled and passionate Support Engineer to provide exceptional technical solutions to our customers, ensuring their needs are met efficiently and effectively. As a vital member of our global Support team, you will play a key role in delivering outstanding customer experiences and driving service improvement.

Location: This role is based in our office in Gilching, Munich.

Key responsibilities:

Owning and managing customer incidents from initial report to resolution.
Prioritising and categorising issues effectively, escalating when necessary.
Delivering software or infrastructure updates as part of the solution process.
Following structured troubleshooting methodologies to diagnose and resolve technical issues.
Maintaining clear and proactive communication with customers.
Building and maintaining strong, trust-based relationships with customers.
Providing excellent customer service at all times.

About You:

Bachelor’s Degree or equivalent in a STEM or Computer Science-related subject.
Strong technical aptitude and problem-solving skills.
Experience in communicating technical information to diverse audiences.
Previous experience in customer service.
Excellent written and verbal communication skills.
A proactive, solution-oriented mindset.

About The Company:

Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe, with modern offices across the UK, Germany, Japan, Netherlands, Portugal, and the US. Our cloud services power many of the world's largest organizations. Our mission is to enhance communication worldwide through our omni-channel contact centre solution, Storm, enabling interactions across social media, video, SMS, email, web chat, and emerging technologies like WebRTC. We connect with hundreds of external systems, including AI and logistics systems, to deliver tomorrow's customer experience.

We are an equal opportunities employer committed to developing our employees and providing equal opportunities regardless of race, gender, religion, orientation, disability, or other protected characteristics.