Customer Support Engineer

About the role

Contentful's Customer Support Engineers are at the forefront of efforts to assist customers building amazing websites, apps, and other digital experiences. Working directly with developers, Customer Support Engineers help with massive scaling and new integrations, identifying and troubleshooting Contentful-related issues and escalating to Engineering when necessary.

What you'll do

• Provide ticket-based assistance to customers building on Contentful's platform
• Identify and research Contentful-related issues that users experience
• Troubleshoot and help resolve technical issues
• Escalate issues to Engineering team when necessary
• Work with developers on both getting started with new integrations and massive scaling scenarios

What you'll need

• Minimum 2 years previous experience with direct contribution in Support and/or Customer-facing processes and tools
• 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)
• 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 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 your career
• Annual wellbeing stipend for physical, financial, or emotional health
• New hire office equipment stipend for hybrid or distributed employees