Operations Engineer

Content Guru•Campbell, CA

2d•Hybrid

About The Position

Content 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. We’re looking for a technically strong and solutions-focused Operations Engineer to join our team in Campbell, California. If you enjoy delivering infrastructure projects, improving platform performance, and working across teams to ensure stability and efficiency, we’d love to hear from you. What we are looking for… We’re seeking an Operations Engineer who thrives in a fast-paced technical environment and takes a methodical approach to problem solving. You’ll be responsible for supporting the deployment and maintenance of infrastructure across network, server, application, security, and capacity environments. You’ll work closely with Project Management, Support, and other technical teams to deliver new deployments, resolve incidents, and drive continuous improvement across the platform. Location… This role is based in our Campbell, California office, and is eligible for part time telecommuting with the potential for up to 10% domestic and international travel.

Requirements

Bachelor’s degree (or equivalent) in Electronic Engineering, Computer Science, or a related field
Minimum of one year of experience in an Operations Engineering or similar role
Experience (minimum of one year): Windows Operating System, including server build and management and Active Directory management
Troubleshooting technical issues
Using a ticketing system and providing customer updates
Change management processes
Working with third-party suppliers to troubleshoot and update systems and hardware
Linux Operating System and Command Line Interface (CLI)
Cisco Internetworking Operating System (IOS) CLI
Working in a customer-facing environment
Operating within ISO-certified and ITIL-based environments
Strong analytical and problem-solving skills
High attention to detail
Clear written and verbal communication
Ability to work under pressure and to tight deadlines
A professional and collaborative approach

Responsibilities

Project Deployment & Implementation Follow projects and improvement tasks from initiation through to completion in line with Project Management requirements
Identify risks and issues and propose practical improvements with a defined deployment plan
Support the successful deployment of infrastructure including servers, networks, applications, and security components
Prepare and deliver clear, comprehensive handovers of new solutions to other teams
Incident Management & Troubleshooting Triage issues and recognise the need for escalation at an early stage
Ensure accurate and complete information is provided during escalations in line with standard procedures
Retain ownership and tracking of issues through to final resolution
Aid in the investigation and troubleshooting of incidents in a timely and accurate manner
Work with third-party suppliers where required to resolve system and hardware issues
Platform Stability & Continuous Improvement Propose improvements to increase platform stability, performance, and efficiency
Participate in improvement initiatives and operational enhancement projects
Update documentation and procedures following incident resolution or system changes
Ensure all documentation is clear, accurate, and easily understood by other teams
Assist and educate Support teams when new solutions are deployed to the live platform