{"schemaVersion":"jobsearcher.job.v1","id":"5fe5994e724cb5ff4046ea76","url":"https://jobsearcher.com/jobs/5fe5994e724cb5ff4046ea76","canonicalUrl":"https://jobsearcher.com/jobs/5fe5994e724cb5ff4046ea76","title":"Support Engineer","description":"Join to apply for the Support Engineer role at Content Guru\r\nJoin to apply for the Support Engineer role at Content Guru\r\nWhat The Role Is For\r\nA brief description of the main purpose of the role\r\nWhat The Role Is For\r\nA brief description of the main purpose of the role\r\nThis role works as part of an international team to deliver technical support to customers across the globe. Support Engineers take responsibility for and ownership of all incidents, service requests and queries through to resolution, with focus on first time fix metrics and on meeting customer expectations. Support Engineers are highly technically able and capable of prioritising, categorising and resolving the majority of faults covering the standard product portfolio. This includes taking support calls by telephone, email and via web portals.\r\nThe Support Engineering role encompasses many other aspects alongside technical problem solving, including; end customer consultancy and success, delivering software upgrades from product release packages, quality management and internal tooling development.\r\nWhat Success Looks Like\r\nThe key deliverables, critical for effective performance e.g. customer satisfaction, and a brief description of why it is important\r\nProblem identification and solving: it is critical that the jobholder is able to identify the nature of an issue and apply the appropriate resolution process/fix to restore services in a timely manner.\r\nMotivation and ownership of issues: the jobholder must be self-motivated to maintain high service levels for both simple and complex issues requiring interaction with other teams. Support Engineers maintain ownership of incidents from the initial customer report to resolution, including delivering software or infrastructure upgrades.\r\nCommunication and commitment to customer service: customer service delivered by phone and email will require good written and verbal communication skills. The jobholder must speak / write in a clear and concise manner without using technical jargon. The jobholder must remember the impact of a technical fault on the customer at all times as the customer can be experiencing an impact to their business critical systems; a calm and professional demeanour must be maintained at all times.\r\nKey Responsibilities\r\n3-5 major areas of responsibility with a brief description of the expected activities\r\nResolving technical issues\r\nFollow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues, including completing planned changes and the associated QA and testing\r\nLog and resolve faults with external suppliers and internal teams.\r\nEnsure tickets are regularly and accurately updated in accordance with contractual SLAs.\r\nPro-actively seek guidance from other technical teams/management to identify and propose ticket resolutions.\r\nWhere appropriate, escalate faults to other technical teams, retaining ownership of the ticket to ensure a timely resolution.\r\nHighlight any trends or patterns in technical issues to management.\r\nEnsure that the correct process and procedures are followed for ticket management and escalations.\r\nProviding customer service\r\nBe a first and single point of contact for all customer enquiries.\r\nRespond to calls, email and other customer alerts promptly and within SLA/KPI targets.\r\nAll responses and contact must be prompt, polite, relevant and concise.\r\nProvide exceptional customer service at all times, ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes.\r\nMaintain a commitment to keeping customers informed and build and maintain relationships of trust with customers.\r\nSet realistic and achievable expectations with customers on communication and resolution timeframes.\r\nAct as an escalation point for customers, partners or suppliers as required.\r\nEnsure the correct process and procedure for customer contact are followed at all times.\r\nOpportunities to lead Service Reviews for customers\r\nCustomer consultancy for key services.\r\nContinual improvement and documentation\r\nEnsure systems are kept up-to-date with clear, concise and non-jargon entries which customers and the business can access to clearly and quickly understand the nature of any technical entries.\r\nWhere necessary, liaise with other in-house teams to ensure accuracy and consistency of client information.\r\nBe pro-active in communicating any process improvements to management.\r\nContinuously improve knowledge and understanding of our platform and customer solutions.\r\nWhere required, utilising software development skills to improve the internal toolset.\r\nPERSON PROFILE\r\nEssential (E) or desirable (D) knowledge, education, experience and skills\r\nEducation & Qualifications: Specialised/Technical\r\nBachelors degree/equivalent in STEM or Computer Science related subject, or substantial equivalent experience\r\nExperience\r\nNetworking, Microsoft or Linux related training/qualifications\r\nExperience in a customer facing role\r\nExperience in resolving technical issues in a second or third line environment\r\nExperience with any software development language\r\nExperience of network troubleshooting\r\nSkills / Aptitude\r\nAble to remain professional in all circumstances\r\nAble to multi-task without compromising service levels\r\nGood spoken and written communication\r\nGood attention to detail\r\nStrong problem solving skills\r\nPersonal commitment to delivering high standards of customer satisfaction\r\nProactive and able to take the initiative to progress work\r\nLanguage skills such as Dutch, French, German, Italian, Japanese, Polish, Portuguese and Spanish.\r\nSeniority level Seniority level Entry level\r\nEmployment type Employment type Full-time\r\nJob function Job function Information Technology\r\nIndustries Software Development\r\nReferrals increase your chances of interviewing at Content Guru by 2x\r\nGet notified about new Support Engineer jobs in Reston, VA .\r\nArlington, VA $70,500.00-$88,100.00 1 week ago\r\nData Center Technician, Global Server Operations Reston, VA $73,500.00-$103,000.00 6 days ago\r\nHerndon, VA $75,000.00-$82,000.00 6 days ago\r\nData Center Technician, Global Server Ops, Metro, Operations Reston, VA $73,500.00-$103,000.00 6 days ago\r\nMcLean, VA $110,000.00-$115,000.00 1 month ago\r\nSterling, VA $51,000.00-$82,000.00 6 days ago\r\nWashington, DC $54,000.00-$80,000.00 2 days ago\r\nDistrict of Columbia, United States 3 days ago\r\nHerndon, VA $85,000.00-$95,000.00 6 days ago\r\nSupport Experience Engineer - Tools & Automation, WhatsApp Operations Washington, DC $147,000.00-$203,000.00 3 days ago\r\nSenior Technical Support Engineer, US Government, XSIAM Application Support Engineer (Helpdesk+ Full Stack) Sr. Technical Support Engineer, US Government, VM Specialist Network Engineer, Operations and Support McLean, VA $110,000.00-$115,000.00 1 month ago\r\nDistrict of Columbia, United States $70,000.00-$100,000.00 2 days ago\r\nSr. Technical Support Engineer, US Government, Prisma Access (2pm to 11pm Central Time - Late Shift) Technical Support Manager, Enterprise Applications (exp. req.) Washington DC-Baltimore Area $90,000.00-$150,000.00 1 week ago\r\nNetwork Engineer, Operations and Support (Labs) Ashburn, VA $50.48-$156,000.00 2 weeks ago\r\nSenior Technical Support Engineer, Focused Services We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.\r\nJ-18808-Ljbffr","company":"Content Guru","rawCompany":"content guru","city":"Sun River","state":"MT","isRemote":false,"isActive":true,"createdAt":"2026-07-04T03:27:43.483Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Support Engineer","description":"Join to apply for the Support Engineer role at Content Guru\r\nJoin to apply for the Support Engineer role at Content Guru\r\nWhat The Role Is For\r\nA brief description of the main purpose of the role\r\nWhat The Role Is For\r\nA brief description of the main purpose of the role\r\nThis role works as part of an international team to deliver technical support to customers across the globe. Support Engineers take responsibility for and ownership of all incidents, service requests and queries through to resolution, with focus on first time fix metrics and on meeting customer expectations. Support Engineers are highly technically able and capable of prioritising, categorising and resolving the majority of faults covering the standard product portfolio. This includes taking support calls by telephone, email and via web portals.\r\nThe Support Engineering role encompasses many other aspects alongside technical problem solving, including; end customer consultancy and success, delivering software upgrades from product release packages, quality management and internal tooling development.\r\nWhat Success Looks Like\r\nThe key deliverables, critical for effective performance e.g. customer satisfaction, and a brief description of why it is important\r\nProblem identification and solving: it is critical that the jobholder is able to identify the nature of an issue and apply the appropriate resolution process/fix to restore services in a timely manner.\r\nMotivation and ownership of issues: the jobholder must be self-motivated to maintain high service levels for both simple and complex issues requiring interaction with other teams. Support Engineers maintain ownership of incidents from the initial customer report to resolution, including delivering software or infrastructure upgrades.\r\nCommunication and commitment to customer service: customer service delivered by phone and email will require good written and verbal communication skills. The jobholder must speak / write in a clear and concise manner without using technical jargon. The jobholder must remember the impact of a technical fault on the customer at all times as the customer can be experiencing an impact to their business critical systems; a calm and professional demeanour must be maintained at all times.\r\nKey Responsibilities\r\n3-5 major areas of responsibility with a brief description of the expected activities\r\nResolving technical issues\r\nFollow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues, including completing planned changes and the associated QA and testing\r\nLog and resolve faults with external suppliers and internal teams.\r\nEnsure tickets are regularly and accurately updated in accordance with contractual SLAs.\r\nPro-actively seek guidance from other technical teams/management to identify and propose ticket resolutions.\r\nWhere appropriate, escalate faults to other technical teams, retaining ownership of the ticket to ensure a timely resolution.\r\nHighlight any trends or patterns in technical issues to management.\r\nEnsure that the correct process and procedures are followed for ticket management and escalations.\r\nProviding customer service\r\nBe a first and single point of contact for all customer enquiries.\r\nRespond to calls, email and other customer alerts promptly and within SLA/KPI targets.\r\nAll responses and contact must be prompt, polite, relevant and concise.\r\nProvide exceptional customer service at all times, ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes.\r\nMaintain a commitment to keeping customers informed and build and maintain relationships of trust with customers.\r\nSet realistic and achievable expectations with customers on communication and resolution timeframes.\r\nAct as an escalation point for customers, partners or suppliers as required.\r\nEnsure the correct process and procedure for customer contact are followed at all times.\r\nOpportunities to lead Service Reviews for customers\r\nCustomer consultancy for key services.\r\nContinual improvement and documentation\r\nEnsure systems are kept up-to-date with clear, concise and non-jargon entries which customers and the business can access to clearly and quickly understand the nature of any technical entries.\r\nWhere necessary, liaise with other in-house teams to ensure accuracy and consistency of client information.\r\nBe pro-active in communicating any process improvements to management.\r\nContinuously improve knowledge and understanding of our platform and customer solutions.\r\nWhere required, utilising software development skills to improve the internal toolset.\r\nPERSON PROFILE\r\nEssential (E) or desirable (D) knowledge, education, experience and skills\r\nEducation & Qualifications: Specialised/Technical\r\nBachelors degree/equivalent in STEM or Computer Science related subject, or substantial equivalent experience\r\nExperience\r\nNetworking, Microsoft or Linux related training/qualifications\r\nExperience in a customer facing role\r\nExperience in resolving technical issues in a second or third line environment\r\nExperience with any software development language\r\nExperience of network troubleshooting\r\nSkills / Aptitude\r\nAble to remain professional in all circumstances\r\nAble to multi-task without compromising service levels\r\nGood spoken and written communication\r\nGood attention to detail\r\nStrong problem solving skills\r\nPersonal commitment to delivering high standards of customer satisfaction\r\nProactive and able to take the initiative to progress work\r\nLanguage skills such as Dutch, French, German, Italian, Japanese, Polish, Portuguese and Spanish.\r\nSeniority level Seniority level Entry level\r\nEmployment type Employment type Full-time\r\nJob function Job function Information Technology\r\nIndustries Software Development\r\nReferrals increase your chances of interviewing at Content Guru by 2x\r\nGet notified about new Support Engineer jobs in Reston, VA .\r\nArlington, VA $70,500.00-$88,100.00 1 week ago\r\nData Center Technician, Global Server Operations Reston, VA $73,500.00-$103,000.00 6 days ago\r\nHerndon, VA $75,000.00-$82,000.00 6 days ago\r\nData Center Technician, Global Server Ops, Metro, Operations Reston, VA $73,500.00-$103,000.00 6 days ago\r\nMcLean, VA $110,000.00-$115,000.00 1 month ago\r\nSterling, VA $51,000.00-$82,000.00 6 days ago\r\nWashington, DC $54,000.00-$80,000.00 2 days ago\r\nDistrict of Columbia, United States 3 days ago\r\nHerndon, VA $85,000.00-$95,000.00 6 days ago\r\nSupport Experience Engineer - Tools & Automation, WhatsApp Operations Washington, DC $147,000.00-$203,000.00 3 days ago\r\nSenior Technical Support Engineer, US Government, XSIAM Application Support Engineer (Helpdesk+ Full Stack) Sr. Technical Support Engineer, US Government, VM Specialist Network Engineer, Operations and Support McLean, VA $110,000.00-$115,000.00 1 month ago\r\nDistrict of Columbia, United States $70,000.00-$100,000.00 2 days ago\r\nSr. Technical Support Engineer, US Government, Prisma Access (2pm to 11pm Central Time - Late Shift) Technical Support Manager, Enterprise Applications (exp. req.) Washington DC-Baltimore Area $90,000.00-$150,000.00 1 week ago\r\nNetwork Engineer, Operations and Support (Labs) Ashburn, VA $50.48-$156,000.00 2 weeks ago\r\nSenior Technical Support Engineer, Focused Services We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.\r\nJ-18808-Ljbffr","datePosted":"2026-07-04T03:27:43.483Z","dateModified":"2026-07-04T03:27:43.483Z","hiringOrganization":{"@type":"Organization","name":"Content Guru","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Sun River","addressRegion":"MT","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"5fe5994e724cb5ff4046ea76"},"url":"https://jobsearcher.com/jobs/5fe5994e724cb5ff4046ea76"}}