Customer Support Engineer, Contentful
+ Stock Options
Content management platform
Job no longer available
Content management platform
501-1000 employees
Job no longer available
+ Stock Options
501-1000 employees
Company mission
To modernize how content flows by leading the transition from legacy CMS to content infrastructure.
Role
Who you are
- Minimum 2 years previous experience with a direct contribution in Support and/or Customer-facing processes and tools like; a ticketing system, in-app chat, shift handover, on-call coverage, service level agreements, escalation process, and incident response
- Experience working with APIs and API-based SaaS integrations
- Software development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift)
- A good understanding of how web applications and mobile apps are built and work
- Confidence with common UNIX-like command-line tools
- A track record of getting things done in an environment that combines collaboration and individual responsibility
- Ability to read server logs and process them to aggregate/analyze data
- An understanding of Agile processes or experience working in an Agile/Scrum environment
- Strong problem-solving skills
- Ability to clearly explain concepts and produce example code that complements the explanation
- Customer-centered, high level of empathy, and cross-team collaboration mindset
- Results and outcome-oriented; team focused
- Experience with working with global teams, open to cultural and thought diversity
- Excellent English communication skills, both verbal and written
What the job involves
- Contentful’s Customer Support Engineers (f/m/d) are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies
- Working directly with developers from our customers, our Customer Support Engineers help some of them with massive scaling and others with getting started on new integrations
- Through ticket-based assistance, they identify and research Contentful-related issues that users experience, and then troubleshoot and help resolve those issues
- By providing this assistance, and escalating issues when necessary to our Engineering team, our Customer Support Engineers give our customers confidence that their needs are represented and addressed
- Many large customers rely on Contentful to power their public websites, mobile apps, and other mission-critical parts of their business; our Customer Support Engineers play a vital role in enabling their success in doing so
- A spirited group from around the globe, we keep things light-hearted while also solving difficult customer situations and creating new internal processes
- Intellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the “why” and not just the “what”
- We practice empathy and the art of anticipating customer needs
Salary benchmarks
Our take
Creating, distributing and managing digital content can be complex, time-consuming and difficult, especially at scale. Contentful solves this problem by centralizing all content management into one API-based system.
Since founding in 2013, Contentful has grown to become one of the largest companies of its kind. It now serves thousands of customers, many of which are enterprises such as Danone and Bang & Olufsen. Importantly, the company has continued to improve its offering, for example by partnering with eSSENTIAL Accessibility to offer a way for users to achieve ADA compliance.
In recent years, Contentful has grown its executive team, attracting top talent from companies like Zendesk and Atlassian which has helped to accelerate its ambitious growth strategy. It has also expanded its relationship with AWS, launching the Contentful Composable Content Platform in AWS Marketplace, a key move that will help to broaden its reach and ensure it remains a key player in the competitive CMS market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2021
$175m
SERIES F
Jun 2020
$80m
SERIES E
Total funding: $335.7m
Company benefits
- Full-time employees receive Stock Options for the opportunity to share in the success of our company
- Generous amount of paid time off, including vacation days, education days, and volunteer days
- Use your personal education budget to improve your skills and grow in your career
- Enjoy a full range of virtual events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
- Use your physical fitness budget to get away from your desk and support your physical wellness
- A monthly phone/internet stipend and phone upgrade reimbursement after 2 years
- Plus, Contentful socks! And other amazing swag as part of company events. Oh yeah!
- Access to our Employee Assistance Program (EAP) for information, support, discussion, and counseling for life’s challenges
Company HQ
Denver, Colorado, United States
Leadership
Paolo Negri
(CTO)Previously worked as Senior Developer at AutoScout24, and Senior Developer Team Lead at Wooga.
Sascha Konietzke
(CSO & Board Member)Previously worked as EMEA Manager at Hewlett-Packard, and founded a range of companies including angel investment firm Ko9.
Share this job