{"id":2584636,"url":"https://alion.io/job/nederlands-support-engineer-3","title":"Support Engineer","company":{"id":454956,"name":"Nederlands","domain":"contentguru.com","url":"https://alion.io/company/nederlands","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":{"grade":"B","score":70,"open_postings":38,"ghost_share":0.5,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Linux","optional":true}],"status":"live","first_seen_at":"2026-06-10T00:00:00Z","employer_posted_date":"2026-06-10","last_verified_at":"2026-10-28T09:25:42Z","board_verified":true,"closed_at":null,"days_open":140,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":140},"description":"Support Engineer\nContent 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.\nWe’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.\nWhat we are looking for…\nWe’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.\nYou’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.\nLocation…\nThis role is based in our office in Tokyo, Japan. Some occasional travel to customer sites may be required.\nKey responsibilities of the role…\nTechnical Support & Incident Management\nDiagnose, troubleshoot, and resolve technical issues across our platform\nFollow established troubleshooting, testing, and quality assurance processes\nTake full ownership of incidents from report to resolution\nLog, manage, and update support tickets in line with SLAs\nLiaise with internal teams and external suppliers to resolve faults\nEscalate complex issues where appropriate, while retaining ownership\nIdentify trends and recurring technical issues and report them to management\nCustomer Service & Communication\nAct as the first point of contact for customer enquiries\nRespond promptly and professionally via phone, email, and portals\nProvide clear, concise, and jargon-free communication\nKeep customers informed of progress and expected resolution times\nBuild strong, trusted relationships with customers\nMaintain a calm and professional approach at all times\nContinuous Improvement & Documentation\nMaintain accurate, clear, and accessible system records\nEnsure documentation is up to date and easy to understand\nProactively suggest and support process improvements\nContinuously develop knowledge of our platform and customer solutions\nSupport software upgrades and release packages\nContribute to internal tooling and automation where appropriate\nCustomer Consultancy & Service Reviews\nSupport customer service reviews when required\nProvide technical consultancy for key services\nAct as an escalation point for customers, partners, and suppliers when needed\nAbout you…\nBachelor’s degree in a STEM or Computer Science-related subject, or equivalent experience\nStrong technical problem-solving skills\nExcellent written and verbal communication skills\nAbility to remain professional under pressure\nStrong attention to detail\nAbility to manage multiple tasks without compromising service levels\nProactive and self-motivated approach\nCommitment to delivering high standards of customer satisfaction\nWillingness and flexibility to work on a shift rota, including occasional out-of-hours support\nDesirable:\nExperience in a customer-facing technical role\nSecond- or third-line support experience\nNetwork troubleshooting experience\nKnowledge of Linux, Microsoft, or networking technologies\nExperience with software development languages\nAdditional language skills (e.g. French, German, Spanish, Japanese)\nAbout the Company…\nContent 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.\nOur goal is to enhance the way the world communicates, enabling seamless interactions across voice, video, chat, email, and more.\nWe are an equal opportunities employer and consider all qualified applicants regardless of race, gender, religion, orientation, disability, or any other protected characteristic. 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