Sr. Customer Support Engineer - Remote

Overview

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. We are looking for an experienced Sr. Customer Support Engineer to help our customers understand our product and make the most of their data.

In Short

• Provide first-line technical support and troubleshoot product issues.
• Handle and document incoming cases from customers and internal teams via various channels.
• Analyze issues, resolve or escalate as needed, and manage expectations on resolution timelines.
• Ensure customer satisfaction and meet SLAs.
• Participate in a rotational on-call schedule, including extended shifts and weekends.
• Form close relationships with customers and become part of their team.
• Communicate technical concepts clearly to a wide range of audiences.
• Advocate for the best customer experience and serve as the voice of customers.
• Iterate on processes and manage special projects internally.

Requirements

• Work 8AM - 5PM or 9 AM – 6 PM Pacific Time.
• 4+ years of customer support experience with Enterprise Accounts.
• Proficiency troubleshooting in SQL, JavaScript, HTML5, CSS, APIs, and DevTools.
• Bachelor’s degree in Computer Science/Information Technology or equivalent is required.
• Comfortable in a fast-paced SaaS startup environment.
• Strong communication and interpersonal skills are essential.
• Experience in Web/SaaS environments is a plus.
• Familiarity with JIRA and Zendesk is a plus.

Benefits

• Opportunity to grow your career in a fast-growing customer support team.
• Enhance your technical skills in a dynamic web/app analytics company.