Customer Support Engineer

Contentful•Denver, CO

6d•$87,000 - $117,000•Hybrid

About The Position

The Customer Support Engineer is an individual contributor in the Customer Experience organization, reporting to the Senior Manager, Customer Support in Denver. The role sits within the Global Support team and helps customers run mission-critical digital experiences on Contentful by investigating, troubleshooting, and resolving technical issues across APIs, integrations, and web/mobile apps. This role is based in Denver, CO with work hours of 7a-4p MT, and expected to be in office roughly 2-3 times per month. What to expect? In the first 6–12 months, the CSE is expected to: Build strong product and platform expertise across Contentful’s APIs, integrations, and typical customer architectures. Deliver high-quality technical support across tickets and real-time channels, with clear explanations and timely resolution or escalation. Add to team and customer knowledge through runbooks and documentation for recurring or complex issues. Show solid queue management, on-call participation, and cross-team collaboration to improve product and support processes. What do you need to be successful? Customers who feel confident and supported, with issues resolved efficiently and explained at the right technical level. Reliable ownership and healthy support metrics (e.g., CSAT, low re-open rates) on complex cases. Active contributions to team health and culture—knowledge sharing, partnering across global teams, and living our values: Relentless Customer Focus, Own It, Be Bold, and Win Together.

Requirements

4+ years of experience in hands-on technical support OR 2+ years software engineer experience with experience in writing requirements or technical documentation
Hands-on experience with REST APIs:
Practical experience troubleshooting in at least one of our supported languages or ecosystems (e.g., JavaScript, Java, Ruby, .NET, PHP, Python, Objective-C, Swift)—not full-time software engineering, but enough to read code, reason about issues, and provide example fixes
Familiarity with core SaaS support tooling and processes (ticketing systems, SLAs, escalations, on-call/incident response) sufficient to manage a live support queue.

Nice To Haves

Experience with GraphQL in addition to REST.
Exposure to SSO / SAML and enterprise identity providers (e.g., Okta, Azure AD, Google Workspace) and basic SSO flow concepts.
Familiarity with modern web frameworks (React, Next.js, Vue, etc.) or mobile app architectures and tooling.
Background using observability/monitoring tools (e.g., logs, metrics, dashboards) to troubleshoot production issues.
Advanced written and verbal communication techniques for tailoring explanations to different technical levels (we can coach on style and structure if fundamentals are strong).
Comfort or familiarity in running customer calls/Zooms during high-pressure incidents (we can build confidence and methodology over time).

Responsibilities

Build strong product and platform expertise across Contentful’s APIs, integrations, and typical customer architectures.
Deliver high-quality technical support across tickets and real-time channels, with clear explanations and timely resolution or escalation.
Add to team and customer knowledge through runbooks and documentation for recurring or complex issues.
Show solid queue management, on-call participation, and cross-team collaboration to improve product and support processes.

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.