Customer Support Engineer

About the opportunity 

Contentful’s Customer Support Engineers 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 our customers, our Customer Support Engineers help identify and research Contentful-related issues that users experience, and then troubleshoot and help resolve those issues. Contentful’s Global Support team is a diverse group located around the world, recognized for their commitment to customer success and positive outcomes (2024 SILVER STEVIE® WINNER for Contact Center of the Year - Technology Industries). By working closely with our Engineering and Customer Success teams, 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; Customer Support Engineers play a vital role in enabling their success  by resolving the issues witch they run into both efficiently and effectively. Intellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the “why” and not just the “what” and do so with empathy.

Hybrid role: one day a week in office required

What to expect?

• Help customers and teammates via tickets and real-time discussions using a variety of research, debugging, tools, processes, detailed error reporting, and documentation to provide first response, technical troubleshooting, and resolutions
• Troubleshoot and reproduce customer issues and file bugs with Engineering
• Work cross-functionally to drive product, process, and service improvements
• Build process or troubleshooting documentation in the support knowledge base as well as customer-facing documentation while maintaining communication standards 
• Participate in an on-call rotation to assist customers outside of normal working hours
• Actively participate in meetings with various teams as well as customers to contribute to both team and customer success with Contentful
• Other duties as assigned

What you need to be successful?

• Minimum 4 years previous experience with a direct contribution in support and/or customer-facing processes and tools like: ticketing systems, in-app chat, shift handover, on-call coverage, service level agreements, escalation process, and incident response
• Technical skills preferred:
• Experience working with APIs and API-based SaaS integrations preferred
• 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
• Ability to read server logs and process them to aggregate/analyze data
• A track record of getting things done in an environment that combines collaboration and individual responsibility
• 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
• 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
• Comprehensive healthcare package covering 100% of monthly health premiums for employees  and 85% of costs for your dependents. 
• 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, compassion days for loss,  education days, and volunteer days
• 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 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.

This role will need to be conducted in a state in which we are currently registered to do business. 

The application deadline is 04/26/25

The salary range displayed is specifically for those potential hires who will work or reside in the state of Colorado if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Colorado Salary Range: $102,000 - $112,000
[This position is eligible for equity awards in accordance with the terms of Contentful’s equity plans.]

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