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Customer Support Engineer

3 weeks, 5 days ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
AWS CSS Datadog Grafana HTML JavaScript JIRA SQL
Apply Now
Contentsquare

Contentsquare

Contentsquare is a digital analytics and user experience company that develops a SaaS platform to analyze online customer interactions and improve applications and websites.

IT Services
251-1K
Founded 2012
$1412M raised
View All Jobs 11

Description

  • Provide diagnostic and troubleshooting support for customer questions and product-related issues.
  • Respond to, resolve, and document incoming support cases across telephone, web, and other channels.
  • Own and resolve complex technical issues involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.
  • Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success to improve client satisfaction and the product.
  • Communicate technical concepts clearly to audiences ranging from product managers to C-level executives.
  • Manage customer and internal stakeholder expectations around timelines and resolutions.
  • Ensure support service level agreements (SLAs) are met.
  • Participate in a rotational on-call schedule during extended shifts, weekends, and retail holidays as needed.
  • Support enterprise clients across the USA/EMEA market during West Coast business hours.
  • Travel up to 10% as required.

Requirements

  • 2+ years of experience providing customer-facing support to enterprise accounts.
  • Full professional proficiency in English; French is a plus.
  • Experience with JavaScript, HTML5, CSS, and APIs.
  • Proficiency with SQL and debugging tools such as Chrome DevTools.
  • Familiarity with cloud services like AWS, logs, and monitoring tools such as Datadog or Grafana is a plus.
  • Proven experience supporting enterprise clients in a fast-paced, data-centric environment.
  • Ability to break down complex technical topics for diverse audiences.
  • Outstanding written communication skills with a clear, concise, and human style.
  • Strong ownership, proactive mindset, and comfort working with ambiguity.
  • Experience in a web, SaaS, and SDK environment is a plus.
  • Experience with JIRA and Zendesk is a plus.
  • Familiarity with the digital analytics ecosystem or tag management systems is a plus.
  • Prior experience with Heap, Contentsquare, or similar behavioral analytics platforms is a plus.
  • Understanding of session replay, masking logic, SDKs, or custom event instrumentation is a plus.

Benefits

  • $70,000–$80,000 annual base salary.
  • Every full-time employee receives stock options.
  • Hybrid and remote work policies.
  • Generous paid time off.
  • Lifestyle allowance.
  • Virtual onboarding plus hackathon and opportunities to connect with global colleagues.
  • Career development, mentorship, and social and philanthropic activities.
  • Employee Resource Groups and a culture-focused community for connection and support.

Interested in this position?

Apply directly on the company website

Apply Now

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