Contentsquare is a fast-growing startup founded in 2012 with the mission to improve digital experiences across the board. To do this, we developed an innovative SaaS solution that helps businesses understand how people are behaving on their digital platforms and how they can optimize the customer journey.
We love having a close relationship with our customers such as Walmart, Tiffany & Co, l’Occitane, Kering, L’Oréal, and more.
Since 2012 we have had 150% YOY growth and raised $60M in Jan 2019 to accelerate our international expansion with one goal: to become the leading Digital Experience Insights platform thanks to the infinite possibilities of AI.
With offices in Paris, London, New York, San Francisco, Munich, Tel Aviv and expanding throughout North America and Asia, we have a great international team with tons of career opportunities, a unique environment with strong values, a fun atmosphere, a very exciting vision and culture!
Contentsquare is looking for a technical support engineer to join our team and help support our customers across the globe. Contentsquare’s Customer Support Engineers are technically skilled, love working with customers, great problem solvers and creative thinkers. You will have the opportunity to interface with our key customers and work on exciting and complex customer inquiries. This position offers a great opportunity for an individual to grow their career within the growing customer support team.
If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical skills, we want to meet you.
Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfaction.
Respond to, resolve and document all incoming cases reported by customers, account managers, customer success managers and sales engineers via telephone, web, and other support channels as required.
Gather and analyze information, evaluate impacts, resolve or escalate issues as needed
Manage customer and internal stakeholder’s expectations around resolutions and timelines
Ensure support service level agreements (SLAs) are managed and met
Deliver training sessions and webinars about Contentsquare’s products for internal personnel
Flexibility in participating in rotational on-call schedule during extended shifts (weekdays) and weekends as needed.
Act as a Customer-facing subject matter expert
Able to travel up to 15%
2+ years’ experience in providing customer facing support to Enterprise Accounts.
BSc degree in computer science/Information technology or equivalent
Ability to work in a fast-paced startup SaaS environment
Strong desire to teach new customers about the platform
Strong communication and interpersonal skills
Nice to have:
Experienced in working in a web, SaaS environment.
Experience in JIRA and SalesForce