Customer Support Engineer

Contentsquare; Boston (MA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Career development

Generous paid time-off policy

Lifestyle allowance

Stock options

Virtual onboarding

Job summary

Clutch Canada seeks a Customer Success Specialist to provide technical support and ensure customer satisfaction. You will address issues, collaborate with cross-functional teams, and support enterprise clients. The role requires proficiency in technical skills like JavaScript and SQL.

Hybrid work policies, competitive benefits, and stock options are offered as part of our employee package. Join us to make an impact while working with world-class teams!

Qualifications

• Full professional proficiency in English; French is a plus.
• 2+ years experience providing customer facing support to Enterprise Accounts.
• Proficient with SQL and debugging tools.
• Experience working in a Web, SaaS and SDKs environment is a plus.

Responsibilities

• Providing support and troubleshooting for customer inquiries.
• Collaborate with Product, Engineering, and Customer Success teams.
• Manage customer expectations and ensure SLAs are met.
• Own and resolve complex technical issues.

Skills

Customer facing support

JavaScript

HTML5

CSS

APIs

SQL

Debugging tools

Cloud services (AWS)

JIRA

Zendesk

Job description

What you will do

• Ability to work from 9 AM to 6 PM West Coast time, with flexibility for a +/- 1 hour adjustment as needed, ensuring seamless support for the USA/EMEA market.
• Providing help with diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfaction.
• Responding to, resolving, and documenting all incoming cases reported by customers, account managers, customer success managers, and sales engineers via telephone, web, and other support channels as required.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement.
• Communicate technical concepts clearly, conveying sound data principles to a wide-range of audiences: product managers, marketers, data scientists, engineers and C-level executives.
• Managing customer and internal stakeholders’ expectations around resolutions and timelines.
• Ensuring Support Service Level Agreements (SLAs) are managed and met.
• Flexibility in participating in a rotational on-call schedule during extended shifts (weekdays) and weekends and retail holidays as needed.
• Own and resolve complex technical issues involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.
• Able to travel up to 10%.
• Exhibit empathy, handle ambiguity, and act as a strategic advisor to customers, providing expertise daily.

What you will need to succeed

• Full professional proficiency in English; French is a plus.
• 2+ years experience providing customer facing support to Enterprise Accounts.
• Experience with JavaScript, HTML5, 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.
• Strong desire to teach new customers about the platform.
• 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 don’t wait to be asked, you lean in.
• Experience working in a Web, SaaS and SDKs environment is a plus.
• Experience in JIRA and Zendesk is a plus.
• 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.
• 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).
• Lifestyle allowance.
• A Culture Crew in every country we’re based 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 company’s success.
• 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.

70000 - 80000 USD a year

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.