Contentsquare

Customer Support Engineer

Job Description

Our strong customer support team is a major reason why companies choose Contentsquare as the source of truth for all their customer data and why our customers love us so much!

We’re seeking an experienced Customer Support Engineer to help our customers maximize the value of their data and get the most out of our product. As a key player on the front lines, you’ll assist customers by responding to inquiries, troubleshooting technical issues, debugging complex problems, and providing strategic guidance. Our customers rely on Contentsquare to make critical business decisions, and your expertise will be essential in Our strong customer support team is a major reason why companies choose Contentsquare as the source of truth for all their customer data and why our customers love us so much!



What you'll do
  • Ability to work from 9 AM to 6 pm East Coast time, with flexibility for a +/- 1-hour adjustment as needed, ensuring seamless support for the USA/EMEA market.
  • Provide expert first line troubleshooting and diagnostic support, resolving product-related issues, answering customer inquiries, and ensuring exceptional customer satisfaction.
  • Clearly communicate technical concepts, explaining data principles to diverse audiences, including product managers, marketers, data scientists, engineers, and C-level executives.
  • Respond to, resolve, and document incoming cases from customers, account managers, customer success managers, and the sales team via phone, web, and other support channels as required.
  • Gather and analyze information, evaluating impacts, and resolve or escalate issues as needed.
  • Manage customer and internal stakeholder expectations regarding resolutions and timelines.
  • Ensuring Support Service Level Agreements (SLAs) are managed and met.
  • Participate in a rotational on-call schedule for extended shifts (weekdays), weekends, and retail holidays as needed.
  • Act as a customer-facing subject matter expert.
  • Willingness to travel up to 15% for team related events.

    • What you'll need to succeed
  • 2+ years’ experience in providing customer facing support to Enterprise Accounts.
  • You have experience with JavaScript, HTML5, CSS, SQL, Chrome DevTools. 
  • Bachelor's degree in computer science/Information technology or equivalent.
  • Stellar written communication skills. 
  • (Bonus) Experience with AWS, Datadog, Grafana, Postgres, Zendesk.
  • (Bonus)Experience in JIRA and Zendesk.
  • 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.

    • Apply Now
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