Contentsquare is hiring a
Associate Customer Support Engineer

Summary

The job is for a Product Support Engineer in the America region, focusing on the Hotjar team. Responsibilities include providing technical support, creating help center content, collaborating with other departments, and improving response times using chatbots and AI. Requirements include at least two years of experience in a customer-facing role or troubleshooting environment, understanding of HTML, CSS, JavaScript, and APIs, great tone of voice, problem-solving skills, desire to work in a collaborative environment, and full professional proficiency in English.

Requirements

• Two or more years of experience in a customer-facing role and/or troubleshooting environment - ideally SaaS or technology
• Have a solid understanding of HTML, CSS and JavaScript, along with a grasp of how APIs, websites and browser-based tools work
• Have a great tone of voice and the ability to explain concepts clearly over written communication
• Be a natural at problem-solving: with a vast range of customers using a complex product, it’s a crucial part of the job
• Have a desire to work in a respectful and collaborative work environment
• Full professional proficiency in English

Responsibilities

• Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product-related issues while maximizing customer satisfaction through our ticketing system, Zendesk
• Answer internal queries from our Sales and Success teams about product capabilities and customer issues
• Gather and analyze information, evaluate impacts, and resolve or escalate issues as needed
• Manage customer expectations around resolutions and timelines
• Act as a customer-facing subject matter expert
• Help create internal processes that directly impact engagement and improve our response times, including working with chatbots and AI
• Help create help center content - this includes writing and updating existing articles, and creating visual content (like videos!)
• Collaborate with other departments, including Product, Legal, Marketing, Customer Success and Sales

Preferred Qualifications

• Three or more years experience in customer-facing positions
• A deeper understanding of web technology - either from a formal education or self-taught
• Experience using AI chatbots (ADA) and ticket deflection strategies
• Experience using JIRA and Zendesk
• Experience using Hotjar

Benefits

$65,000 - $80,000 a year