Support Engineer

About the role

Content Guru is a leading global provider of enterprise cloud Customer Experience (CX) and contact centre solutions. We are looking for a technically capable and customer‑focused Support Engineer to join our growing support team, solving complex problems and delivering high‑quality service.

Key responsibilities

• Diagnose, troubleshoot, and resolve technical issues across the platform.
• Take full ownership of incidents from report to resolution and log tickets in line with SLAs.
• Provide first‑point‑of‑contact support via phone, email and web portals, maintaining clear communication.
• Identify trends and recurring issues and report them to management.
• Contribute to continuous improvement by maintaining documentation and supporting software upgrades.

Required profile

• Bachelor’s degree in a STEM or Computer Science‑related field or equivalent experience.
• Strong technical problem‑solving skills and ability to manage multiple tasks under pressure.
• Excellent written and verbal communication in English and German.
• Proactive, self‑motivated and committed to high customer‑satisfaction standards.
• Willingness to work on a shift rota, including occasional out‑of‑hours support.

Required skills

• Linux operating system.
• Microsoft technologies.
• Networking and network troubleshooting.
• Software development languages.
• Second‑line and third‑line support experience.