Support Engineer

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.
We’re 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, we’d love to hear from you.
What we are looking for…
We’re seeking a proactive and motivated Support Engineer with strong technical and communication skills. You’ll take ownership of customer incidents and service requests from initial report through to resolution, ensuring high service standards and excellent customer satisfaction.
You’ll 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 Gilching, Munich 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…
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
Desirable:
Experience in a customer-facing technical role
Fluent in German and English essential
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, Dutch, 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 world’s 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.

Employment type
Full-Time

Work arrangement
No