Sr. 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, having secured $1.4 billion in funding and expanded to 15 offices worldwide. We’re here to stay—and we’re looking for team members that can help us further our growth.

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. For more information, visit our careers blog.

We’re looking to hire an experienced Sr. Customer Support Engineer to help our customers understand our product and make the most of their data. Our customers use Contentsquare to make important business decisions, and you'll be on the front line helping them by answering their emails, debugging complex technical issues, and devising strategies to help them get the most out of our product. 

Provide first-line technical support, troubleshoot product issues, and ensure customer satisfaction. Handle and document incoming cases from customers and internal teams via phone, web, and other channels. Analyze issues, resolve or escalate as needed, and manage expectations on resolution timelines. Ensure SLAs are met and participate in a rotational on-call schedule, including extended shifts, weekends, and retail holidays. Serve as a customer-facing subject matter expert.

Great opportunity to grow your career in a fast-growing customer support team in the USA. Join a dynamic web/app analytics company and enhance your technical skills. 

• Form close relationships with our customers. Our customers will consider you part of their team!
• Become more knowledgeable about analytics infrastructure than anyone else. You will have complete context on our product and become an expert in the larger analytics space.
• 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.
• Advocate for the best customer experience. Internally, you’ll serve as the voice of our customers when defining product requirements with engineers or helping marketers educate the world about analytics.
• Constantly iterate on our processes. You’ll work cross-functionally and manage special projects internally to help Contentsquare scale as fast as possible.

• Work 8AM - 5PM or 9 AM – 6 PM Pacific Time, with ± 1-hour flexibility for USA/EMEA support.
• Have 4 years of customer support experience with Enterprise Accounts.
• Proficiency troubleshooting in SQL, JavaScript, HTML5, CSS, APIs and DevTools.
• A bachelor’s degree in Computer Science/Information Technology or equivalent is required. 
• Looking for someone comfortable in a fast-paced SaaS startup environment with a passion for educating customers on the platform. Strong communication and interpersonal skills are essential.
• Experience in Web/SaaS environments is a plus, along with familiarity with JIRA, and Zendesk

Why you should join Contentsquare

We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs.

Here are a few we want to highlight:

- Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year

- Work flexibility: hybrid and remote work policies

- Generous paid time-off policy (every location is different)

- Immediate eligibility for birthing and non-birthing parental leave

- Wellbeing and Home Office allowances

- A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work

- Every full-time employee receives stock options, allowing them to share in the company’s success

- We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts

- And more benefits tailored to each country

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here. 

Your personal data will be securely stored in our hosting provider’s data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.

Salary : $95,000 - $115,000