About the OpportunityContentful's Customer Support Engineers (f/m/d) are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies.Working directly with our customers, our Customer Support Engineers help identify and research Contentful-related issues that users experience, and then troubleshoot and help resolve those issues.
By providing this assistance, and escalating issues when necessary to our Engineering team, our Customer Support Engineers give our customers confidence that their needs are represented and addressed.
Many large customers rely on Contentful to power their public websites, mobile apps, and other mission-critical parts of their business; our Customer Support Engineers play a vital role in enabling their success in doing so.What to expect?
A spirited group from around the globe, we keep things light-hearted while also solving difficult customer situations and creating new internal processesIntellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the "why" and not just the "what"We practice empathy and the art of anticipating customer needs What you need to be successful?
Minimum 2 years previous experience with a direct contribution in Support and/or Customer-facing processes and tools like; a ticketing system, in-app chat, shift handover, on-call coverage, service level agreements, escalation process, and incident responseExperience working with APIs and API-based SaaS integrationsSoftware development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift)A good understanding of how web applications and mobile apps are built and workConfidence with common UNIX-like command-line toolsA track record of getting things done in an environment that combines collaboration and individual responsibilityAbility to read server logs and process them to aggregate/analyze dataAn understanding of Agile processes or experience working in an Agile/Scrum environmentStrong problem-solving skillsAbility to clearly explain concepts and produce example code that complements the explanationCustomer-centered, high level of empathy, and cross-team collaboration mindsetResults and outcome-oriented; team focusedExperience with working with global teams, open to cultural and thought diversityExcellent English communication skills, both verbal and written What's in it for you?
Join an ambitious tech company reshaping the way people build digital experiencesHealthcare packages and time off programs are available through TargetCW, or your contracting agency.
Full-time employees receive Stock Options for the opportunity to share in the success of our companyA personal education budget to improve your skills and grow in your career Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties An annual wellbeing stipend to care for your physical, financial, or emotional healthA monthly communication phone/internet stipend and phone hardware upgrade reimbursement.New hire office equipment stipend for hybrid or distributed employees.
Get the gear you need to work at your best.
#LI-SD2 #LI-REMOTEApplications will be accepted on an ongoing basis until the requisition is closed.