Customer Support Engineer

Contentful•Denver, CO

1d•Hybrid

About The Position

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. 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 SILVER STEVIE® WINNER 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. 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. 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.

Requirements

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
Experience working with APIs and API-based SaaS integrations required
A good understanding of how web applications and mobile apps are built and work
Confidence with common UNIX-like command-line tools
Ability to read server logs and process them to aggregate/analyze data
Software development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift) preferred
A track record of getting things done in an environment that combines collaboration and individual responsibility
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
Experience with working with global teams, open to cultural and thought diversity
Excellent English communication skills, both verbal and written

Nice To Haves

Software development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift) preferred

Responsibilities

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
Troubleshoot and reproduce customer issues and file bugs with Engineering
Work cross-functionally to drive product, process, and service improvements
Build process or troubleshooting documentation in the support knowledge base as well as customer-facing documentation while maintaining communication standards
Participate in an on-call rotation to assist customers outside of normal working hours
Actively participate in meetings with various teams as well as customers to contribute to both team and customer success with Contentful
Other duties as assigned

Benefits

Join an ambitious tech company reshaping the way people build digital experiences
Full-time employees receive Stock Options for the opportunity to share in the success of our company
Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days
Company paid parental leave to care for and focus on your growing family
Use your personal annual education budget to improve your skills and grow in your career
Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
An annual wellbeing stipend to care for your physical, financial, or emotional health
A monthly communication stipend and phone hardware upgrade reimbursement.
New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.