Associate Customer Support Engineer

We’re looking for someone to join our Product Support team in our AMERICA region, helping our customers receive the necessary support for success.

Our Product Support engineers are not just tech-savvy problem solvers - they are also deeply empathetic and skilled in customer service. They contribute to improving our customer experience and evolving our product documentation, with a growing emphasis on leveraging chatbots and AI to streamline support. 

In the past year, Contentsquare has welcomed Hotjar and Heap into the group. Primarily, your role will entail working within the Hotjar team, who specialize in serving small and mid-market customers. However, as our integration progresses, you may have the exciting opportunity to engage with customers and product lines across all three businesses.

• Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product-related issues while maximizing customer satisfaction through our ticketing system, Zendesk
• Answer internal queries from our Sales and Success teams about product capabilities and customer issues
• Gather and analyze information, evaluate impacts, and resolve or escalate issues as needed
• Manage customer expectations around resolutions and timelines
• Act as a customer-facing subject matter expert
• Help create internal processes that directly impact engagement and improve our response times, including working with chatbots and AI
• Help create help center content - this includes writing and updating existing articles, and creating visual content (like videos!)
• Collaborate with other departments, including Product, Legal, Marketing, Customer Success and Sales

• Two or more years of experience in a customer-facing role and/or troubleshooting environment - ideally SaaS or technology
• Have a solid understanding of HTML, CSS and JavaScript, along with a grasp of how APIs, websites and browser-based tools work
• Have a great tone of voice and the ability to explain concepts clearly over written communication
• Be a natural at problem-solving: with a vast range of customers using a complex product, it’s a crucial part of the job
• Have a desire to work in a respectful and collaborative work environment
• Full professional proficiency in English

• Three or more years experience in customer-facing positions
• A deeper understanding of web technology - either from a formal education or self-taught
• Experience using AI chatbots (ADA) and ticket deflection strategies
• Experience using JIRA and Zendesk
• Experience using Hotjar