Senior Customer Support Engineer

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.

We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.

Our 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. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.

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Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog._

**About the job**:
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 an experienced **Senior Customer Support Engineer** to join our global team and support **enterprise clients across both Heap and Contentsquare.**

**What you’ll do**:

- Own and resolve **complex technical issues** involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.
- Become more knowledgeable about analytics than anyone else. You will have complete context on our product and become an expert in the larger analytics space.
- Collaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement
- Coach and mentor Support Engineers across the team — helping elevate technical depth and customer communication.
- Partner with other senior engineers to lead incident response, major escalations, and drive resolution for critical issues.
- 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.
- Advocate for the best customer experience. Internally, you’ll serve as the voice of our customers when defining product requirements with engineers or helping marketers educate the world about analytics.
- 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’ll Bring**:

- **3-5+ years of experience** in a technical support, solutions engineering, or customer-facing engineering role.
- Strong technical background with **JavaScript, HTML/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.
- 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.
- 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.

**Why you should join Contentsquare**

We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs.

Here are a few we want to highlight:

- 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 (every location is different)
- Immediate eligibility for birthing and non-birthing parental leave
- Wellbeing and Home Office allowances
- A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
- Every full-time employee receives stock options, allowing them to share in the company’s success
- We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identi