Cette offre est lié au département Customer care
Contentsquare is a digital experience analytics company dedicated to making the digital world more human through online experiences that respect the user’s time, privacy, and ability(e)Since our founding in France in 2012, we have grown to be a truly global team, representing more than 70 nationalities in offices across the world, including New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
Since the beginning, we’ve developed a reputation for helping leading companies better understand and build trust with their customers(e)In that time, we’ve been recognized by Frost & Sullivan as a Global Company of the Year, and by Wired Magazine as one of Europe’s hottest startups(e)In May of 2021, we raised $500M in Series E funding, but we’re not stopping there.
To reach our ambitious goals for the future, we will be nearly doubling the size of our global workforce in the next 2 years(e)Want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world! #WeAreCSquad
About the role:
Contentsquare is looking for a Tier 3 Technical Support Engineer to join our team and help support our customers in EMEA(e)Contentsquare’s Tier 3 Support Engineers are the first escalation point for our Tier 1 and 2 Support engineers(e)They work with our customers and other Contentsquare engineers to solve advanced technical problems and create custom code solutions(e)You will have the opportunity to interface with our key customers and work on exciting and complex customer inquiries(e)This position offers a great opportunity for an individual to grow their career within the growing customer support team.
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'll be doing:
- Serve as an escalation point for Tier 1 and 2 Support engineers to provide advanced diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximising customer satisfaction
- Provide custom code solutions for specific customer needs and to augment productised solutions.
- Work with our R&D team to resolve complex matters.
- Escalate product bugs and productise common custom code solutions.
- Gather and analyse information, evaluate impacts, resolve or escalate issues as needed
- Manage customer and internal stakeholders’ expectations around resolutions and timelines
- Ensure support service level agreements (SLAs) are managed and met
- Deliver training sessions and webinars about Contentsquare’s products for internal personnel
- Flexibility in participating in a rotational on-call schedule during extended shifts (weekdays) and weekends and retail holidays as needed.
- Act as a Customer-facing subject matter expert
What you'll need to succeed:
- 3+ years’ experience with JavaScript, HTML 5, CSS 3
- 2+ years’ experience with SQL or other query languages
- 2+ years’ experience in providing customer facing support to Enterprise Accounts
- Knowledge of modern Javascript (ES 9), including common patterns and SPA frameworks
- Experience analysing performance using performance monitoring software such as Google Lighthouse - Advantage
- Experience with Git or other version control software - Advantage
- Bachelor's degree degree in computer science/Information technology or equivalent
- Ability to work in a fast-paced startup SaaS environment in high pressure situations
- Strong communication and interpersonal skills
- Experience working with an international team is a plus
- Experience with JIRA is a plus
- Up to 10% travel time expected
Why you should join Contentsquare
- Our clients, partners and investors love our industry-leading product
- We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
- We are a fast growing company with a track record of success over the past 10 years while also operating with the agility of a startup, which means a huge opportunity to make an immediate and lasting impact
- We’re human first(e)We hire talented people and provide them with the trust, resources and flexibility to get the job done
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive(e)Here are some we’d like to highlight:
- Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues
- Generous paid time-off policy (every location is different)
- Immediate eligibility for birthing and non-birthing parental leave
- Wellbeing allowance
- Home Office Allowance
- A Culture Crew in every country to organize regular outings such as game nights, movie nights, and happy hours
We offer many benefits in various countries -- ask your recruiter for more information
Uniqueness is embedded in our DNA as one of our core values(e)We welcome everyone to apply.
Contentsquare is an equal opportunity employer(e)Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Your personal data is used by Contentsquare for recruitment purposes only(e)Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights.