Customer Support Engineer

About The Opportunity

Contentful’s Customer Support Engineers are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting‑edge technologies. Working directly with our customers, we help identify and research Contentful‑related issues, troubleshoot and help resolve them. The Global Support team is a diverse group located around the world, recognized for its commitment to customer success and positive outcomes (2025 SILVER STEVIE® WINNER for Contact Center of the Year – Technology Industries).

By working closely with Engineering and Customer Success teams, our Customer Support Engineers give customers confidence that their needs are represented and addressed. Many large customers rely on Contentful to power their public websites, mobile apps, and other mission‑critical parts of their business; our engineers play a vital role in enabling their success by resolving issues efficiently and effectively. Intellectual curiosity and interpersonal relationship skills are core to what we do;

we seek to understand the “why” and not just the “what” with empathy. This role is based out of Denver, CO, with working hours of 7 a.m. – 4 p.m. MST. The Customer Support team is in our downtown Denver office once a week.

• Help customers and teammates via tickets and real‑time discussions using a variety of research, debugging tools, processes, detailed error reporting, and documentation to provide first response, technical troubleshooting, and resolutions.
• Troubleshoot and reproduce customer issues and file bugs with Engineering.
• Work cross‑functionally to drive product, process, and service improvements.
• Build troubleshooting documentation in the support knowledge base and customer‑facing documentation while maintaining communication standards.
• Participate in an on‑call rotation to assist customers outside of normal working hours.
• Actively participate in meetings with various teams and customers to contribute to team and customer success with Contentful.
• Other duties as assigned.

• Minimum 4 years of experience in support or customer‑facing processes and tools such as ticketing systems, in‑app chat, shift handover, on‑call coverage, SLAs, escalation processes, and incident response.
• Technical skills:
  • Experience working with APIs and API‑based SaaS integrations (required).
  • Good understanding of how web and mobile applications are built and work.
  • Confidence with common UNIX‑like command‑line tools.
  • Ability to read and process server logs to aggregate/analyze data.
  • Software development exposure or troubleshooting experience in one or more supported languages (JavaScript, Java, Ruby, .NET, PHP, Python, Objective‑C, or Swift) – preferred.
• A track record of getting things done in an environment that combines collaboration and individual responsibility.
• Strong problem‑solving skills.
• Ability to clearly explain concepts and produce example code that complements the explanation.
• Customer‑centered, high level of empathy, and cross‑team collaboration mindset.
• Experience working with global teams; open to cultural and thought diversity.
• Excellent English communication skills, both verbal and written.

• Join an ambitious tech company reshaping the way people build digital experiences.
• Full‑time employees receive Stock Options to share in the success of our company.
• Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for dependents.
• Fertility and family‑building benefits, including a lifetime reimbursable wallet.
• We value Work‑Life balance and “You Time” – generous paid time off, vacation days, sick days, compassion days, education days, and volunteer days.
• Company‑paid parental leave.
• Personal annual education budget for skill growth.
• Full range of virtual and in‑person events, workshops, guest speakers, and team activities.
• Annual wellbeing stipend for physical, financial, or emotional health.
• Monthly communication stipend and phone hardware upgrade reimbursement.
• New‑hire office equipment stipend for hybrid or distributed employees.