Los Angeles, California•Phoenix, Arizona
Remote
Mid Level
Full Time
14 days ago
💰$70 - $80/hour
Customer Support EngineerEnterprise SupportTechnical SupportSaaSWeb AnalyticsSQLJavaScriptRemote WorkHybrid Work
Requirements
- •Full professional proficiency in English
- •2+ years 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
- •Proven experience supporting enterprise clients in a fast-paced, data-centric environment
- •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 a Web, SaaS and SDKs environment
What You'll Do
- •Provide diagnostic/troubleshooting support and technical expertise to answer customer questions and resolve product-related issues
- •Respond to, resolve, and document incoming cases reported by customers and internal teams via various support channels
- •Collaborate cross-functionally with Product, Engineering, and Customer Success teams to drive client satisfaction and product improvement
- •Communicate technical concepts clearly to diverse audiences including product managers, marketers, data scientists, engineers, and 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, 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 needed
- •Act as a strategic advisor for customers, providing expertise in novel situations
Nice to Have
- •French language proficiency
- •Familiarity with cloud services (AWS), logs, and monitoring tools (e.g., Datadog, Grafana)
- •Experience in JIRA and Zendesk
- •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
Benefits
- •Virtual onboarding, Hackathon, and various opportunities to interact with team and global colleagues
- •Work flexibility: hybrid and remote work policies
- •Generous paid time-off policy
- •Lifestyle allowance
- •Culture Crew in every country to coordinate regular activities
- •Stock options for every full-time employee
- •Multiple Employee Resource Groups offering safe spaces and advocacy
- •Additional benefits tailored to each country
About ContentSquare
Contentsquare is an AI platform that provides product analytics, customer feedback, digital experience analytics, and monitoring services.
Paris, France
1000 - 5000
Product Analytics