Customer Support Engineer (fmd)

About the opportunity

Contentfuls 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 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 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 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

Whats 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.

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 4200 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 disability 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 with any information you may have.

By clicking Apply for this job I acknowledge that I have read the Contentfuls Candidate Privacy Notice and hereby consent to the collection processing use and storage of my personal information as described therein.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1