Technical Support Engineer

Summary

Join Contentsquare, a global leader in experience analytics, as a Technical Support Engineer and contribute to our mission of delivering exceptional customer experiences. You will be responsible for resolving customer technical inquiries, troubleshooting issues, and providing clear guidance to ensure customer satisfaction. This role requires at least 2 years of experience in a similar technical support position, strong problem-solving skills, excellent communication abilities, and a customer-first mindset. Contentsquare offers a comprehensive benefits package including virtual onboarding, flexible work arrangements, generous paid time off, parental leave, wellbeing and home office allowances, stock options, and employee resource groups.

Requirements

• Experience: At least 2 years of experience in a similar technical support or customer-facing role, ideally in a SaaS environment
• Customer-first mindset: A strong focus on problem-solving and a desire to always put the customer first
• Clear communicator: The ability to explain technical concepts in a way that customers can easily understand, guiding them to solutions
• Team player: Comfortable working with both internal teams (Paris-based) and external customers across regions
• People skills: Excellent communication and interpersonal skills with a friendly, approachable demeanor

Responsibilities

• Be the problem solver: Respond to and resolve customer technical inquiries through our ticketing system, ensuring swift and effective solutions
• Ownership from start to finish: Take full responsibility for customer issues, guiding them from the first contact all the way to resolution
• Troubleshoot like a pro: Use advanced troubleshooting tools and techniques to diagnose issues, identify defective products, and ensure smooth operations
• Empower customers: Provide clear guidance and educate customers within procedural frameworks, ensuring they feel supported throughout the process
• Escalate when needed: Collaborate with Level 3 support for complex technical challenges, ensuring proper documentation and follow-through
• Make an impact: Identify recurring or unique issues to help us improve our services and customer satisfaction
• Stay ahead of the curve: Keep up-to-date with the latest product updates through continuous training, always being in the know
• Focus on excellence: Deliver outstanding customer experiences with a keen focus on customer satisfaction and resolution

Preferred Qualifications

• A solid understanding of JavaScript, HTML, CSS , and Web Analytics
• Experience working with SQL for data-related queries
• Proficiency in using ticketing systems and support tools
• Fluent in both English and French at a professional level

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