Customer Support Engineer

Summary

Join Contentsquare's growing customer support team as a Customer Support Engineer. You will be a key player in helping customers understand and utilize our product, Heap by Contentsquare, to make crucial business decisions. This role involves answering customer inquiries, troubleshooting technical issues, and collaborating with various teams to enhance the customer experience. You will build strong customer relationships, become a product expert, and advocate for customer needs within the company. The position requires experience with various technologies and excellent communication skills. Contentsquare offers competitive compensation, benefits, and a supportive work environment.

Requirements

• Experience with HTML, CSS, JS, SQL, and working with various APIs
• Stellar written communication skills
• A passion for helping people

Responsibilities

• Build strong, collaborative relationships with our customers, becoming an integral 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 Heap by Contentsquare scale as fast as possible
• Answer numerous customer questions
• Triage and prioritize bugs and feature requests
• Act as internal support for our sales, marketing and engineering teams
• Understand Heap by Contentsquare’s backend infrastructure
• Use advanced technical tools to debug complex issues
• Advise customers on the optimal way to install and implement the product for their use-case
• Understand and aggregate customer use-cases to help our Product and Engineering teams design critical product improvements
• Know Heap by Contentsquare like the back of your hand
• Collaborate with leadership on cross-functional projects
• Be leading escalated accounts, tickets, and service disruptions
• Assist and mentor other support engineers
• Develop subject matter expertise in one or more complex product components
• Facilitates effective communication and collaboration between Support and engineering
• Come up with clever workarounds to push Heap by Contentsquare to the limits
• Help customers with every question, whether it is joining data in SQL or analyzing data within the UI
• Use SQL to query our systems and debug any complex issue thrown your way
• Be able to point to the line of code that is causing bugs and write your own scripts to make the support team more efficient

Preferred Qualifications

• Knowledge of the analytics market and data infrastructure
• Experience with AWS, Chrome DevTools, Datadog, Grafana, Postgres, Zendesk

Benefits

• 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