Customer Support Engineer (f/m/d)

Software Careers; Berlin; Vor Ort; EUR 43.798 - 61.317; Vollzeit

Benefits dieser Stelle

Stock options

Annual education budget

Wellbeing stipend

Generous paid time off

Zusammenfassung

Software Careers is looking for a Customer Support Engineer in Berlin to assist customers in resolving technical issues with our digital experience platform. You will engage directly with developers across various industries, ensuring client success through effective problem-solving.

This role requires a minimum of 2 years in customer support, experience with APIs, and fluency in English. Join our diverse team and help shape the future of digital experiences!

Qualifikationen

• Minimum 2 years experience in customer-facing support.
• Experience troubleshooting APIs and web applications.
• Ability to read and process server logs.

Aufgaben

• Assist customers with troubleshooting Contentful-related issues.
• Maintain communication with customers for issue resolution.
• Develop internal processes for improved customer support.

Kenntnisse

Customer support

API and SaaS integrations

JavaScript

Problem-solving

English communication

Tools

Ticket systems

UNIX command-line

Jobbeschreibung

# Customer Support Engineer (f/m/d)at Contentful • Berlin, Berlin, GermanyBack to jobs11h agoC## Customer Support Engineer (f/m/d)Contentful00EngineeringFull-timeBerlin, Berlin, Germany✓ Visa RelocationApply Job### Job DescriptionAbout the opportunity Contentful’s Customer Support Engineers (f/m/d) are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies.Working directly with developers from our customers, our Customer Support Engineers help some of them with massive scaling and others with getting started on new integrations. Through ticket-based assistance, they identify and research Contentful-related issues that users experience, and then troubleshoot and help resolve those issues. By providing this assistance, and escalating issues when necessary to our Engineering team, our Customer Support Engineers give our customers confidence that their needs are represented and addressed. Many large customers rely on Contentful to power their public websites, mobile apps, and other mission-critical parts of their business; our Customer Support Engineers play a vital role in enabling their success in doing so.What to expect? A spirited group from around the globe , we keep things light-hearted while also solving difficult customer situations and creating new internal processesIntellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the “why” and not just the “what”We practice empathy and the art of anticipating customer needsWhat do you need to be successful? Minimum 2 years previous experience with a direct contribution in Support and/or Customer-facing processes and tools like; a ticketing system, in-app chat, shift handover, on-call coverage, service level agreements, escalation process, and incident responseExperience working with APIs and API-based SaaS integrationsSoftware development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift)A good understanding of how web applications and mobile apps are built and workConfidence with common UNIX-like command-line toolsA track record of getting things done in an environment that combines collaboration and individual responsibilityAbility to read server logs and process them to aggregate/analyze dataAn understanding of Agile processes or experience working in an Agile/Scrum environmentStrong problem-solving skillsAbility to clearly explain concepts and produce example code that complements the explanationCustomer-centered, high level of empathy, and cross-team collaboration mindsetResults and outcome-oriented; team focusedExperience with working with global teams, open to cultural and thought diversityExcellent English communication skills, both verbal and writtenWhat’s in it for you? Join an ambitious tech company reshaping the way people build digital experiencesFull-time employees receive Stock Options for the opportunity to share in the success of our companyFertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.We value Work-Life balance and You Time ! A generous amount of paid time off, including vacation days, sick days, education days, compassion days for loss, and volunteer daysTime off to care for and focus on your growing familyUse your personal annual education budget to improve your skills and grow in your careerEnjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work dutiesAn annual wellbeing stipend to care for your physical, financial, or emotional healthA monthly communication phone/internet stipend and phone hardware upgrade reimbursement.New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.Who are we? Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.Everyone is welcome here! “Everyone is welcome here” is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at [e-mail] with any information you may have.By clicking “Apply for this job,” I acknowledge that I have read the “ Contentful’s Candidate Privacy Notice ” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.