Customer Support • Mid-Level

Who you are

You have a minimum of 2 years of experience in customer support or customer-facing roles, where you've directly contributed to resolving issues and enhancing user experiences. Your intellectual curiosity drives you to understand not just the 'what' but the 'why' behind customer challenges, allowing you to provide empathetic and effective solutions. You possess strong interpersonal skills, enabling you to build relationships with customers and anticipate their needs effectively. Your experience with ticketing systems and customer support tools equips you to manage inquiries efficiently and ensure timely resolutions. You thrive in a collaborative environment, working alongside engineers and other team members to escalate issues when necessary and contribute to internal process improvements. You are passionate about helping customers succeed and take pride in being a vital part of their journey with Contentful.

What you'll do

As a Customer Support Engineer at Contentful, you will be at the forefront of assisting customers who are building amazing digital experiences. You will engage directly with developers from various organizations, helping them navigate challenges ranging from scaling their applications to integrating new features. Through a ticket-based assistance model, you will identify and research Contentful-related issues, providing troubleshooting support and resolving customer inquiries. Your role will involve collaborating with the engineering team to escalate complex issues, ensuring that customer needs are represented and addressed promptly. You will also contribute to creating new internal processes that enhance the efficiency and effectiveness of the support team. Your ability to maintain a light-hearted yet professional demeanor will help foster a positive atmosphere while tackling difficult customer situations. You will play a crucial role in enabling the success of large customers who rely on Contentful for their mission-critical applications.

What we offer

At Contentful, you will join a spirited and diverse team from around the globe, where collaboration and support are at the core of our culture. We value intellectual curiosity and encourage you to bring your unique perspective to the table. You will have opportunities for professional growth and development as you work alongside talented individuals who are passionate about technology and customer success. We offer a competitive salary and benefits package, along with a flexible work environment that supports your work-life balance. Join us in making a significant impact on how our customers build and manage their digital experiences.