About the Role:
Contentsquare’s world-class support team is a major reason why companies choose us as the source of truth for all their customer data and why our customers love us so much! We’re looking for a Customer Support Engineer to join our global team and support enterprise clients across both Heap and Contentsquare.
Our customers use Contentsquare to make important business decisions, and you'll be on the front line helping them by answering their tickets, debugging complex technical issues, occasional phone support and devising strategies to help them get the most out of our product. You’ll work closely with our Product, Engineering, Sales, and Customer Success teams to solve problems, advocate for our users, and continuously improve the support experience.
This position offers a great opportunity for an individual to grow their career within the growing customer support team in the USA. 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.

What you will do

- Ability to 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 help with 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 as required
- Collaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement
- Communicate technical concepts clearly. You will convey sound data principles to a wide-range of audiences: product managers, marketers, data scientists, engineers and C-level executives.
- Managing customer and internal stakeholders’ expectations around resolutions and timelines
- Ensuring Support Service Level Agreements (SLAs) are managed and met
- Flexibility in participating 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.
- Able to travel up to 10%
- Most importantly, you’re an empathetic person who is comfortable with ambiguity and is an incredibly fast learner. As a strategic advisor for our customers, you’ll face novel situations and provide expertise every day

What you will need to succeed

- Full professional proficiency in English, and French is a plus.
- 2+ years experience in providing customer facing support to Enterprise Accounts
- You have 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 (product managers, developers, marketers, execs)
- Outstanding written communication skills — clear, concise, and human. A proactive mindset and strong ownership — you don’t wait to be asked, you lean in.
- Experienced in working in a Web, SaaS and SDKs environment a plus!
- Experience in JIRA, and Zendesk is a plus!
- This role is ideal for someone who loves solving tough problems, partnering with world-class teams, and being a force multiplier for both customers and colleagues

Bonus Points For:

- 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.