Senior Customer Support Engineer – Enterprise

Senior Customer Support Engineer Enterprise

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers whole online journey.

We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. Were here to stayand were looking for team members who are excited to drive impact and help us scale even further.

Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simplerfor our customers, their customers, and each other.

Important note : Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog.

About the job : Contentsquares world-class support team is a major reason why companies choose us as the source of truth for all their customer data and why our customers love us so much! Were looking for an experienced Senior Customer Support Engineer to join our global team and support enterprise clients across both Heap and Contentsquare.

Our customers use Contentsquare to make important business decisions, and you'll be on the front line helping them by answering their emails, debugging complex technical issues, and devising strategies to help them get the most out of our product. Youll work closely with our Product, Engineering, and Customer Success teams to solve problems, advocate for our users, and continuously improve the support experience.

What youll do : - Own and resolve complex technical issues involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.- Become more knowledgeable about analytics than anyone else. You will have complete context on our product and become an expert in the larger analytics space.- Collaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement- Coach and mentor Support Engineers across the team helping elevate technical depth and customer communication.- Partner with other senior engineers to lead incident response, major escalations, and drive resolution for critical issues.- Communicate technical concepts clearly. You will convey sound data principles to a wide-range of audiences : product managers, marketers, data scientists, engineers and C-level executives.- Advocate for the best customer experience. Internally, youll serve as the voice of our customers when defining product requirements with engineers or helping marketers educate the world about analytics.- Most importantly, youre an empathetic person who is comfortable with ambiguity and is an incredibly fast learner. As a strategic advisor for our customers, youll face novel situations and provide expertise every day.

What Youll Bring : - 35+ years of experience in a technical support, solutions engineering, or customer-facing engineering role.- Strong technical background with JavaScript, HTML / CSS, and APIs .- Proficient with SQL and debugging tools such as Chrome DevTools; familiarity with cloud services (AWS), logs, and monitoring tools (e.g., Datadog, Grafana) is a plus.- Proven experience supporting enterprise clients in a fast-paced, data-centric environment.- Ability to break down complex technical topics for diverse audiences (product managers, developers, marketers, execs).- Outstanding written communication skills clear, concise, and human.A proactive mindset and strong ownership you dont wait to be asked, you lean in.- This role is ideal for someone who loves solving tough problems, partnering with world-class teams, and being a force multiplier for both customers and colleagues

Bonus Points For : - Familiarity with the digital analytics ecosystem or tag management systems.- Prior experience with Heap , Contentsquare , or similar behavioral analytics platforms.- Experience working with support platforms like Zendesk , JIRA, and internal debugging tools.- Understanding of session replay , masking logic, SDK, or custom event instrumentation. Why you should join Contentsquare We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure were aligned with the employees' needs.

Here are a few we want to highlight : - 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 were 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 companys 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

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here .

Your personal data will be securely stored in our hosting providers data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.

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