Infrastructure Support Engineer - Content Guru

Content Guru is a leading provider of cloud communications solutions. We help businesses across the globe to enhance their customer engagement and experience.

From our omni-channel cloud contact center solution to our bespoke integration systems, we use cutting-edge technology to transform communications and make mass personalization a reality. This includes our development of AI and propensity modelling to create the seamless end-to-end customer journeys that inspire loyalty and power the success of organizations worldwide.

What we are looking for...

Due to our continued global expansion, we are looking for experienced Engineers to support our government compliance team based in Reston, Virginia. 

As an Infrastructure Support Engineer, you will work within a team responsible for all activities associated with designing, deploying and maintaining the global infrastructure supporting our key services and applications. There will be an emphasis on supporting Continuous Monitoring (Con-Mon) of the storm FedRAMP infrastructure and clients for the U.S. Federal Government. 

The role combines covering traditional NOC, SOC and Support roles. Engineers are tasked with creating, approving and executing changes associated with both the initial deployment and life-cycle management of all hardware and software, internal and external, deployed on production platforms. A primary responsibility of the team is the configuration, monitoring and resolution of all platform alarms, as well as providing training for and assessing rotation engineers.

Location...

This role can be based in our offices in Reston, Virginia or Campbell, California. 

This is an office-based vacancy and as such we expect all applicants to commute to our offices a minimum of 4 days per week.

Key responsibilities...

Monitoring & Maintenance

• Ensuring that correct alerting is configured and local work instructions are up to date
• Researching/defining monitoring and observability best practices
• Maintaining scanning tool configurations
• Executing and managing successful completion of monthly scans
• Proposing, approving and implementing long term fixes for recurring issues
• Actively monitoring the NOC/SOC
• Monitoring external security notifications from vendors and other recognised security organisations
• Participating in compliance audits, such as FedRAMP, and ensuring annual certification tasks are completed.

Faults / Escalations

• Act as an escalation point for faults, attend/lead investigation into incidents and complete follow up tasks
• Propose solutions for preventative measures to mitigate recurrence of issues
• Create, approve and implement solutions to faults

Software Deployment

• Review of application designs and work instructions
• Installation of new services and upgrades of existing services
• Writing, approving and executing changes of low to medium risk levels

Customer Support

• Working on resolving customer faults within agreed SLA.
• Respond to calls, emails, and other customer alerts promptly and within SLA/KPI targets.
• Remain committed to building and maintaining relationships with customers

About you...

• Due to our customer compliance requirements, you must be a US citizen to be considered for this role. 
• Bachelor’s Degree/equivalent, preferably in a Computer Science or relevant subject, or substantial alternative experience.
• Full SE Clearance is desirable. 
• Experience with government projects is desirable.
• Good communication skills.
• Good analytical skills.

About the Company:

Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. We have grown to have offices in the UK, US, Netherlands, Germany and Japan, and our award-winning proprietary cloud services now power some of the largest organisations across the globe. Operating in sectors ranging from utilities and travel through to finance and government, our clients include UK Power Networks, Rakuten, Rightmove, Interflora, Sodexo, and the National Health Service (NHS).

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 take pride in our core beliefs of teamwork, quality and agility. Time and again, this ethos has been reflected in our high-quality products and our aptitude for providing quick, responsive solutions to our customers. With a core staff of intelligent and passionate individuals, we are looking for new members to continue upholding our beliefs and to catalyse further successes as we expand on a global scale.