Customer Support Engineer

Company Overview

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With their flexible and scalable platform, organizations quickly get a deep understanding of their customers' whole online journey. Contentsquare is a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. Their aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate.

Job Title

Customer Support Engineer

Remote Location

Remote - USA (Los Angeles, California / Phoenix, Arizona)

Job Overview

Contentsquare's world-class support team is a major reason why companies choose them as the source of truth for all their customer data. We're looking for a Customer Support Engineer to join their global team and support enterprise clients across both Heap and Contentsquare. This position offers a great opportunity for an individual to grow their career within the growing customer support team in the USA.

Job Responsibilities

• 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 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
• Collaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement
• Communicate technical concepts clearly to a wide range of audiences: product managers, marketers, data scientists, engineers, and C-level executives
• Manage customer and internal stakeholders' expectations around resolutions and timelines
• Ensure Support Service Level Agreements (SLAs) are managed and met
• Participate 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
• Travel up to 10% as required

Requirements

• Full professional proficiency in English; French is a plus
• 2+ years of experience in 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
• Outstanding written communication skills — clear, concise, and human
• Proactive mindset and strong ownership
• Experience in Web, SaaS, and SDKs environment is a plus
• Experience in JIRA and Zendesk is a plus

Preferred Qualifications

• 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

Salary Range

$70,000 - $80,000 a year

The range displayed reflects the minimum and maximum target for new hire salaries across all US locations. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

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
• Lifestyle allowance
• Culture Crew in every country to coordinate regular activities for employees
• Every full-time employee receives stock options
• Multiple Employee Resource Groups offering a safe space for individuals to connect and advocate
• Career development and mentorship programs
• Competitive benefits package

How to Apply

Click the "Apply for this job" button to submit your application. For compensation questions, please contact your recruiter. Note: Be careful of scammers pretending to be from Contentsquare. They will never ask for money or contact you through random texts. Any communication from their in-house Talent Acquisition team will only ever come from contentsquare.com or @contentsquare-ext.com domain.

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.