Customer Support Engineer

Customer Support Engineer

About the opportunity

Contentful's Customer Support Engineers are crucial in assisting customers who develop innovative websites, applications, and digital experiences using cutting-edge technologies. Working directly with customer developers, our Support Engineers provide ticket-based assistance, addressing issues related to massive scaling or new integrations. They identify, research, troubleshoot, and resolve Contentful-related problems, escalating to the Engineering team when necessary. This ensures customers feel confident their needs are met. Given that many large clients rely on Contentful for public websites, mobile apps, and other mission-critical business components, our Customer Support Engineers are vital to their success.

What to expect?

• A diverse, global team that balances light-heartedness with solving complex customer situations and developing new internal processes.
• A culture where intellectual curiosity and strong interpersonal skills are paramount; we focus on understanding the "why" behind issues.
• A practice of empathy and proactive anticipation of customer needs.

What do you need to be successful?

• Minimum 2 years of direct experience in Support or customer-facing processes and tools, including ticketing systems, in-app chat, shift handover, on-call coverage, service level agreements, escalation processes, and incident response.
• Experience with APIs and API-based SaaS integrations.
• Software development exposure or troubleshooting experience in one or more supported languages: JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift.
• Solid understanding of web application and mobile app architecture and functionality.
• Proficiency with common UNIX-like command-line tools.
• A proven ability to achieve results in an environment that balances collaboration with individual responsibility.
• Capability to read and process server logs for data aggregation and analysis.
• Understanding of Agile processes or experience in an Agile/Scrum environment.
• Strong problem-solving skills.
• Ability to clearly explain technical concepts and provide complementary example code.
• Customer-centered mindset with high empathy and a collaborative approach across teams.
• Results and outcome-oriented, with a team-focused attitude.
• Experience working with global teams, embracing cultural and thought diversity.
• Excellent English communication skills, both verbal and written.

What's in it for you?

• Join an ambitious tech company at the forefront of digital experience creation.
• Full-time employees receive Stock Options, offering a share in company success.
• Fertility and family building benefits, including a lifetime reimbursable wallet.
• Generous paid time off, including vacation, sick, education, compassion, and volunteer days, promoting work-life balance.
• Time off dedicated to family care.
• Annual personal education budget for skill enhancement and career growth.
• Access to virtual and in-person events, workshops, guest speakers, and team activities for learning and networking.
• Annual wellbeing stipend for physical, financial, or emotional health.
• Monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees to optimize work setup.

Who are we?

Contentful is a leading digital experience platform, enabling modern businesses to deliver engaging, personalized content at scale. By integrating composability with native AI capabilities, Contentful facilitates dynamic personalization, automated content delivery, and real-time experimentation. This powers next-generation digital experiences across various brands, regions, and channels for over 4,200 organizations globally. Our team comprises more than 700 individuals from over 70 nations, contributing their energy from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.

Everyone is welcome here!

"Everyone is welcome here" is a core cultural value at Contentful. We are committed to creating an inclusive environment that empowers our employees. We believe our products and services benefit from diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed. We invite you to apply and join us!

If you require reasonable accommodations during the application or interview process, please inform your recruiting coordinator.

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