Customer Support Engineer

Contentful; London; On-site; GBP 30,000 - 60,000; Full time

Job description

About 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 processes.
• Intellectual 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 needs.

What 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 response.
• Experience working with APIs and API-based SaaS integrations.
• Software 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 work.
• Confidence with common UNIX-like command-line tools.
• A track record of getting things done in an environment that combines collaboration and individual responsibility.
• Ability to read server logs and process them to aggregate/analyze data.
• An understanding of Agile processes or experience working in an Agile/Scrum environment.
• Strong problem-solving skills.
• Ability to clearly explain concepts and produce example code that complements the explanation.
• Customer-centered, high level of empathy, and cross-team collaboration mindset.
• Results and outcome-oriented; team focused.
• Experience with working with global teams, open to cultural and thought diversity.
• Excellent English communication skills, both verbal and written.

What's in it for you?

• Join an ambitious tech company reshaping the way people build digital experiences.
• Full-time employees receive Stock Options for the opportunity to share in the success of our company.
• Fertility 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 days.
• Time off to care for and focus on your growing family.
• Use your personal annual education budget to improve your skills and grow in your career.
• Enjoy 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 duties.
• An annual wellbeing stipend to care for your physical, financial, or emotional health.
• A 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.