Support Engineer (US)

Position Specification

Company Background / Culture

Content Guru is a multi-award-winning provider of global Cloud Contact Center and customer engagement solutions. The cloud delivery arm of the Redwood Technologies Group, it has been identified as a leading challenger in the Western European Cloud Contact Center Market.

With offices in the US, UK, Italy, Netherlands and Germany, as well as a presence in Ireland and Singapore, Content Guru operates on a truly global scale. Hundreds of the largest organisations in over 60 countries across the world are powered by the group’s technology, in sectors ranging from utilities through finance and travel to central government, and include BT, Citibank, Deutsche Telekom, HSBC and O2 Telefonica.

Regional headquarters were established in Campbell, CA, in 1996, giving the group solid foundations to build on the success of storm® in Europe. By leveraging its cutting-edge suite of capabilities, Content Guru aim to replicate this dominance in the US, the world’s largest contact center market.

Its core services are:

  • Contact center: Omni-channel intelligent Automated Contact Distribution (iACD®) routing logic, leveraging Mediated Interaction Matching (MIM), ensures every contact is serviced by the best available resource, regardless of device, medium, skills or personality traits. Integration with CRM systems enhances contact handling and enables mass automation of enquiries
  • Machine-to-Machine: a range of flexible APIs enables disparate systems to communicate, supporting services such as real-time telehealth monitoring through to historical energy performance
  • Payment services: multi-channel, secure payment services, backed by Level 1 PCI DSS compliance
  • Conferencing: highly-secure, mass-scale conferencing

Content Guru and Redwood Technologies are accredited by external auditors to the highest international standards for quality (ISO9001), data security (ISO27001), software development (TickIt Plus) and secure card payment handling (Level 1 PCI DSS).

The group’s Directors and Co-Founders are inspired by the work ethic of highly successful Silicon Valley organizations and select only the highest quality of candidates to continue the support and delivery of award-winning technology on a global scale.

Company Background / Culture

Content Guru is a multi-award-winning provider of global Cloud Contact Center and customer engagement solutions. The cloud delivery arm of the Redwood Technologies Group, it has been identified as a leading challenger in the Western European Cloud Contact Center Market.

With offices in the US, UK, Italy, Netherlands and Germany, as well as a presence in Ireland and Singapore, Content Guru operates on a truly global scale. Hundreds of the largest organisations in over 60 countries across the world are powered by the group’s technology, in sectors ranging from utilities through finance and travel to central government, and include BT, Citibank, Deutsche Telekom, HSBC and O2 Telefonica.

Regional headquarters were established in Campbell, CA, in 1996, giving the group solid foundations to build on the success of storm® in Europe. By leveraging its cutting-edge suite of capabilities, Content Guru aim to replicate this dominance in the US, the world’s largest contact center market.

Its core services are:

  • Contact center: Omni-channel intelligent Automated Contact Distribution (iACD®) routing logic, leveraging Mediated Interaction Matching (MIM), ensures every contact is serviced by the best available resource, regardless of device, medium, skills or personality traits. Integration with CRM systems enhances contact handling and enables mass automation of enquiries
  • Machine-to-Machine: a range of flexible APIs enables disparate systems to communicate, supporting services such as real-time telehealth monitoring through to historical energy performance
  • Payment services: multi-channel, secure payment services, backed by Level 1 PCI DSS compliance
  • Conferencing: highly-secure, mass-scale conferencing

Content Guru and Redwood Technologies are accredited by external auditors to the highest international standards for quality (ISO9001), data security (ISO27001), software development (TickIt Plus) and secure card payment handling (Level 1 PCI DSS).

The group’s Directors and Co-Founders are inspired by the work ethic of highly successful Silicon Valley organizations and select only the highest quality of candidates to continue the support and delivery of award-winning technology on a global scale.

Responsibilities / Accountabilities

Content Guru operates across four primary business segments:

  • USA
  • UK, Ireland & India
  • Netherlands
  • Germany

Content Guru is looking for a highly-motivated and technically-competent individual with a strong desire to learn new skills to join the Engineering Services team as a Support Engineer in the company’s regional US headquarters in Campbell, CA. Content Guru’s US team will be the driving force behind successfully achieving our ambitious global growth targets, building on the company’s prevalence in the European cloud contact centre.

Engineering Services is at the core of Content Guru’s business operations, responsible for the day-to-day technical management of storm platforms as well as frontline customer support. The dynamic, all-graduate team is distributed across three key locations internationally to deliver the 24x7x365 support that customers need for the thousands of mission-critical communications services running on storm. Customers range from small and medium size clients through to large multinational and government agencies who operate mission critical services.

The Support Engineer role is highly diverse and has the critical responsibilities of managing Content Guru’s international platforms on a daily basis while also directly liaising with clients across the globe to deliver expert technical support. The successful candidate must be able to express technical issues and support instructions into language appropriate for all levels of customer.

The candidate must be able to develop strong technical knowledge of the platform and must demonstrate the ability to rapidly process and respond to enquiries of varying complexity using solid interpersonal skills. He or she will be required to act as the primary escalation point for resolving technical queries, to ensure that all Content Guru’s clients are provided with the high level of customer service that has been at the heart of the business since its inception.

Candidates should also demonstrate solid problem solving abilities ideally gained from an IT, technical, engineering or scientific environment. The candidate will be also required to liaise directly with the company’s Development Engineering teams and component suppliers where appropriate, assisting with software IVR development as required. He/she will also assist with or oversee the management of relevant projects and when necessary, ensure that the platforms are continually optimized ensuring we offer our clients unrivalled, agile solutions whilst remaining at the cutting edge of the industry.

The Support Engineer will report to directly to a team leader who in turn reports to the operations manager or the support line manager, both of which oversee frontline service operations, maintain high customer service standards and has overall responsibility for the management of Content Guru’s storm platforms.

This role will be essential in supporting the continual global growth of the company, particularly in the world’s largest cloud contact center market, whilst also ensuring that the company’s international reputation for high-quality service is maintained. 

Main Responsibilities

  • Provide frontline support to a range of clients from across the globe, in sectors which include central government, travel and utilities, and deliver the high customer service levels which have helped Content Guru become successful
  • Become an important part of a team responsible for keeping the company’s mission-critical communications platform live, ensuring that customers continue to experience the high service levels they expect from storm
  • Diagnose and quickly resolve a wide range of applications and networking issues to ensure that the storm platforms maintain its high availability for international clients
  • Apply creative thinking and assess patterns in platform behavior across various channels of communication to help continually improve and optimize services
  • Engage with and take ownership of a variety of Engineering Services projects, ensuring these are delivered to the highest standards within given timeframes
  • Deliver detailed and authoritative progress reports on queries and projects to both clients and to management, in regular meetings
  • Be responsible for ensuring that hardware and software produced by both Content Guru and third-parties are working effectively and efficiently
  • Install this hardware and software in a variety of locations, including abroad for international clients, ensuring that company can continue to expand and provide its solutions on a global scale
  • Liaise with other engineering departments and also external suppliers to organize projects and deliver results
  • Develop and update Content Guru’s communication applications through management software where appropriate
  • Work on a rota basis to provide international and overnight support which may include weekdays and weekends.

Essential Skills

  • Have a strong educational background with a 3.4 GPA or above
  • Must have the relevant documentation to work in the US on a permanent basis
  • Have a full US driving license
  • Be hard working and ambitious
  • Strong time management and planning skills
  • Excellent level of IT/Computer literacy
  • Good oral and written skills
  • Ability to diagnose and troubleshoot problems
  • Be well organized with excellent attention to detail
  • Be able to produce written work, such as updating notifications to be distributed internally and to clients to hard deadlines
  • Be prepared to travel to meetings in the US, and occasionally abroad
  • Be willing to relocate within 15 miles of the company’s Regional HQ, Campbell, CA
  • Uphold the company’s values and ethos, and adhere to relevant quality & security frameworks to enforce the company’s accreditations (e.g. ISO9001 and ISO27001)

Desirables

  • An excellent telephone manner and the ability to converse with, and retrieve relevant information from, users at all levels of IT literacy and rank
  • Experience in a customer facing situation, dealing directly with the general public
  • Be comfortable working in a fast-growing company full of enthusiastic, highly intelligent colleagues
  • Experience writing code in any development environment or operating system, ideally in C, C++, C#, PHP, JavaScript etc.
  • Experience working in a technical support role
  • Experience in IP networking or telecoms, or a good knowledge of these subject areas

Benefits/Opportunities

  • Work with the latest technology including (amongst others) Microsoft, Oracle, Cisco, SQL Server
  • Participation in a wide range of company-wide and team-building events
  • Opportunity to join the company pension scheme
  • Excellent opportunities for career development and progression
  • Work with a great team of like-minded people
  • Content Guru offers a competitive salary

Contact Details

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USA Contact Details

T: +[1] 408 559 3988

UK Contact Details

T: +[44] (0) 1344 852 350

Benelux Contact Details

T: +[31] (0) 88 5769 289