Key Skills

Job Description

Content Guru is a leading global provider of enterprise cloud Customer Experiences (CX) and contact centre solutions, and is at the forefront of the Generative AI evolution. We are looking for 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 key member of our global Support team, you will play a vital role in delivering outstanding customer experiences and driving continuous service improvement. What we are looking for... We are seeking a STEM graduate with a genuine passion for technology to join our dynamic global Support team. The primary responsibility of the Support Engineer is to provide high-quality technical support and solutions to our customers from first contact to resolution. Location... This role is based in our office in Den Haag, Netherlands. Key responsibilities of the role... Owning and managing customer incidents from initial report through to resolution. Prioritising and categorising issues effectively, escalating where 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, ensuring they are informed at all times. Building and maintaining strong, trust-based relationships with customers. Providing excellent customer service at all times. About You... Bachelor’s Degree/equivalent in a STEM or Computer Science-related subject. Fluent / native Dutch and English Strong technical aptitude and problem-solving skills. Experience in communicating technical information to a range of audiences, both technical and non-technical. Previous experience in delivering customer service. Excellent written and verbal communication skills. A proactive and solution-oriented mindset. About The Company... Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. We have modern, vibrant offices in the UK, Germany, Japan, Netherlands, Portugal, and the US. Our award-winning proprietary cloud services power many of the largest organisations across the globe. Our mission is to enhance the way the world communicates. With our omni-channel cloud contact centre solution, storm®, we enable businesses, customers, and colleagues to interact across social media, video, SMS, email, web, web chat, and emerging technologies, such as WebRTC. We connect to hundreds of external systems, including AI, information, and logistics systems, to bring information and communications together and deliver the customer experience of tomorrow. We are an equal opportunities employer and consider all qualified and experienced applicants without regard to race, gender, religion, orientation, disability, or any other characteristic protected by law. We are devoted to our people and pride ourselves on developing and upskilling our employees to give them the best opportunities for success.

Core Responsibilities

Manage customer incidents from initial report through resolution, including prioritizing and categorizing issues, escalating when needed, and delivering software or infrastructure updates. Diagnose technical issues using structured troubleshooting, keep customers informed, and build trusted relationships while providing excellent service.

Requirements

A bachelor's degree or equivalent in a STEM or computer science-related subject is required, along with fluent or native Dutch and English. Candidates should have strong technical aptitude and problem-solving skills, experience explaining technical information to varied audiences, customer service experience, excellent communication skills, and a proactive, solution-oriented mindset.