Customer Support Engineer

About the role

Customer Support Engineers at Contentful assist customers building websites, apps, and digital experiences using our platform. Working directly with developers, you'll help with scaling, integrations, and troubleshooting Contentful-related issues through ticket-based assistance, escalating to Engineering when necessary.

What you'll do

• Provide ticket-based assistance to customers, identifying and researching Contentful-related issues
• Troubleshoot and help resolve customer issues
• Escalate issues to Engineering team when necessary
• Support customers with massive scaling and new integrations
• Work directly with developers from customers to understand their needs

What you'll need

• Minimum 2 years previous experience with direct contribution in Support and/or Customer-facing processes and tools such as ticketing systems, in-app chat, shift handover, on-call coverage, service level agreements, escalation processes, and incident response
• Experience working with APIs and API-based SaaS integrations
• Software development exposure/troubleshooting experience in one or more supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift)
• Good understanding of how web applications and mobile apps are built and work
• Confidence with common UNIX-like command-line tools
• Ability to read server logs and process them to aggregate/analyze data
• Strong problem-solving skills and ability to clearly explain concepts
• Excellent English communication skills, both verbal and written

What they offer

• Stock Options for full-time employees
• Fertility and family building benefits with lifetime reimbursable wallet
• Generous paid time off including vacation, sick days, education days, and volunteer days
• Annual education budget to improve skills and grow career
• Annual wellbeing stipend for physical, financial, or emotional health
• Monthly communication phone/internet stipend and equipment reimbursement