Customer Support Engineer

Customer Support Engineer

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers' whole online journey. We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We're here to stay—and we're looking for team members who are excited to drive impact and help us scale even further.

Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.

Important note:

Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. Any communication from our in house Talent Acquisition team will only ever come from our  or  domain. For more information, visit our careers blog.

About the Role:

Contentsquare's world-class support team is a major reason why companies choose us as the source of truth for all their customer data and why our customers love us so much! We're looking for a Customer Support Engineer to join our global team and support enterprise clients across both Heap and Contentsquare. Our customers use Contentsquare to make important business decisions, and you'll be on the front line helping them by answering their tickets, debugging complex technical issues, occasional phone support and devising strategies to help them get the most out of our product.

You'll work closely with our Product, Engineering, Sales, and Customer Success teams to solve problems, advocate for our users, and continuously improve the support experience. This position offers a great opportunity for an individual to grow their career within the growing customer support team in the USA. If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical skills, we want to meet you.

- Ability to work from 9 AM to 6 pm West Coast time, with flexibility for a +/- 1-hour adjustment as needed, ensuring seamless support for the USA/EMEA market.

- Providing help with diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfaction
- Responding to, resolving, and documenting all incoming cases reported by customers, account managers, customer success managers, and sales engineers via telephone, web, and other support channels as required
- Collaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement
- Communicate technical concepts clearly. You will convey sound data principles to a wide-range of audiences: product managers, marketers, data scientists, engineers and C-level executives.

- Managing customer and internal stakeholders' expectations around resolutions and timelines
- Ensuring Support Service Level Agreements (SLAs) are managed and met
- Flexibility in participating in a rotational on-call schedule during extended shifts (weekdays) and weekends and retail holidays as needed.

- Own and resolve complex technical issues involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.

- Able to travel up to 10% - Most importantly, you're an empathetic person who is comfortable with ambiguity and is an incredibly fast learner. As a strategic advisor for our customers, you'll face novel situations and provide expertise every day

- Full professional proficiency in English, and French is a plus.

- 2+ years experience in providing customer facing support to Enterprise Accounts
- You have experience with JavaScript, HTML5, CSS, and APIs
- Proficient with SQL and debugging tools such as Chrome Dev Tools; familiarity with cloud services (AWS), logs, and monitoring tools (e.g., Datadog, Grafana) is a…