Customer Support Engineer
Description For Customer Support Engineer
Contentful, a leading intelligent composable content platform, is seeking a Customer Support Engineer to join their global team. This role sits at the intersection of technical support and customer success, working directly with developers to solve complex integration and scaling challenges. With nearly 800 employees from 70+ nations and serving 30% of Fortune 500 companies, Contentful offers a diverse, inclusive environment with hubs in Berlin and Denver.
The ideal candidate will bring 2+ years of customer-facing support experience, strong technical skills across multiple programming languages, and a deep understanding of web and mobile applications. You'll be part of a spirited global team that combines technical problem-solving with high-touch customer service, helping customers build amazing digital experiences using Contentful's cutting-edge technology.
Key responsibilities include providing ticket-based support, troubleshooting complex technical issues, and serving as a bridge between customers and the engineering team. The role requires both technical expertise and strong communication skills, as you'll be explaining complex concepts and providing code examples to customers.
The position offers comprehensive benefits including stock options, family building benefits, generous PTO, education budget, and various stipends for wellbeing and equipment. This hybrid role provides the flexibility of remote work while maintaining connection with Contentful's vibrant office culture.
Responsibilities For Customer Support Engineer
- Assist customers building websites and apps using Contentful
- Provide ticket-based assistance to developers
- Identify and research Contentful-related issues
- Troubleshoot and resolve customer problems
- Escalate issues to Engineering team when necessary
- Enable customer success with mission-critical implementations
Requirements For Customer Support Engineer
- Minimum 2 years experience in Support and/or Customer-facing processes
- Experience working with APIs and API-based SaaS integrations
- Software development troubleshooting experience in supported languages
- Understanding of web applications and mobile apps
- Confidence with UNIX-like command-line tools
- Ability to read and analyze server logs
- Understanding of Agile processes
- Strong problem-solving skills
- Ability to explain concepts and produce example code
- Customer-centered mindset and high level of empathy
- Experience working with global teams
- Excellent English communication skills
Benefits For Customer Support Engineer
- Stock Options for full-time employees
- Fertility and family building benefits
- Generous paid time off including vacation, sick days, education days
- Personal annual education budget
- Virtual and in-person events and workshops
- Annual wellbeing stipend
- Monthly communication phone/internet stipend
- Phone hardware upgrade reimbursement
- New hire office equipment stipend
- Work-Life balance focus
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