Customer Support Engineer

<h2>About the opportunity</h2> <p>Contentful’s Customer Support Engineers are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies.</p> <p>Working directly with our customers, our Customer Support Engineers help identify and research Contentful-related issues that users experience, and then troubleshoot and help resolve those issues. Contentful’s Global Support team is a diverse group located around the world, recognized for their commitment to customer success and positive outcomes (2025 <a href="https://stevieawards.com/sales/2024-stevie-award-winners">SILVER STEVIE® WINNER</a> for Contact Center of the Year - Technology Industries). By working closely with our Engineering and Customer Success teams, our Customer Support Engineers give our customers confidence that their needs are represented and addressed. </p> <p>Many large customers rely on Contentful to power their public websites, mobile apps, and other mission-critical parts of their business; Customer Support Engineers play a vital role in enabling their success by resolving the issues which they run into both efficiently and effectively. Intellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the “why” and not just the “what” and do so with empathy.</p> <p>This role is based out of Denver, CO, with working hours of 7a - 4p MST. The Customer Support team goes into our beautiful office in downtown Denver once a week.</p> <h2>What to expect?</h2> <ul> <li>Help customers and teammates via tickets and real-time discussions using a variety of research, debugging, tools, processes, detailed error reporting, and documentation to provide first response, technical troubleshooting, and resolutions</li> <li>Troubleshoot and reproduce customer issues and file bugs with Engineering</li> <li>Work cross-functionally to drive product, process, and service improvements</li> <li>Build process or troubleshooting documentation in the support knowledge base as well as customer-facing documentation while maintaining communication standards </li> <li>Participate in an on-call rotation to assist customers outside of normal working hours</li> <li>Actively participate in meetings with various teams as well as customers to contribute to both team and customer success with Contentful</li> <li>Other duties as assigned</li> </ul> <h2>What do you need to be successful?</h2> <ul> <li>Minimum 4 years of previous experience with a direct contribution in support and/or customer-facing processes and tools like: ticketing systems, in-app chat, shift handover, on-call coverage, service level agreements, escalation process, and incident response</li> <li>Technical skills:</li> <ul> <li>Experience working with APIs and API-based SaaS integrations required</li> <li>A good understanding of how web applications and mobile apps are built and work</li> <li>Confidence with common UNIX-like command-line tools</li> <li>Ability to read server logs and process them to aggregate/analyze data</li> <li>Software development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift) preferred</li> </ul> <li>A track record of getting things done in an environment that combines collaboration and individual responsibility</li> <li>Strong problem-solving skills</li> <li>Ability to clearly explain concepts and produce example code that complements the explanation</li> <li>Customer-centered, high level of empathy, and cross-team collaboration mindset</li> <li>Experience with working with global teams, open to cultural and thought diversity</li> <li>Excellent English communication skills, both verbal and written</li> </ul> <h2>What's in it for you?</h2> <ul> <li>Join an ambitious tech company reshaping the way people build digital experiences</li> <li>Full-time employees receive Stock Options f ... (truncated, view full listing at source)