Sr Customer Support Engineer Night shift
Heap
Customer Service
Cairo Governorate, Egypt
Posted on Sep 24, 2024
Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone that 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, having secured $1.4 billion in funding and expanded to 15 offices worldwide. We’re here to stay—and we’re looking for team members that can help us further our growth.
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.
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
Our strong customer support team is a major reason why companies choose Heap by Contentsquare as the source of truth for all their customer data and why our customers love us so much!
We’re looking to hire an experienced Sr. Customer Support Engineer to help our customers understand our product and make the most of their data. Our customers use Heap by Contentsquare to make important business decisions, and you'll be on the front line helping them by answering their emails, debugging complex technical issues, and devising strategies to help them get the most out of our product. You’ll work closely with our customer success managers, sales, and product to advocate for our customers.
Please note that this position is a night shift as you will primarily be working with customers based on the US West Coast!
What you'll do
- Form close relationships with our customers. Our customers will consider you part of their team..
- Become more knowledgeable about analytics infrastructure than anyone else. You will have complete context on our product and become an expert in the larger analytics space..
- 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..
- Constantly iterate on our processes. You’ll work cross-functionally and manage special projects internally to help Heap by Contentsquare scale as fast as possible.
30/60/90 Day Plan
- Within 30 days you will:
- Answer numerous customer questions.
- Triage and prioritize bugs and feature requests.
- Act as internal support for our sales, marketing and engineering teams.
- Within 60 days you will:
- Understand Heap by Contentsquare’s backend infrastructure.
- Use advanced technical tools to debug complex issues.
- Advise customers on the optimal way to install and implement the product for their use-case.
- Understand and aggregate customer use-cases to help our Product and Engineering teams design critical product improvements.
- Within 90 days you will:
- Know Heap by Contentsquare like the back of your hand.
- Collaborate with leadership on cross-functional projects.
- Be leading escalated accounts, tickets, and service disruptions.
- Assist and mentor other support engineers.
- Develop subject matter expertise in one or more complex product components.
- Facilitates effective communication and collaboration between Support and engineering.
- Come up with clever workarounds to push Heap by Contentsquare to the limits.
- Help customers with every question, whether it is joining data in SQL or analyzing data within the UI.
- Use SQL to query our systems and debug any complex issue thrown your way.
- Be able to point to the line of code that is causing bugs and write your own scripts to make the support team more efficient.
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 need to succeed
- Experience with HTML, CSS, JS, SQL, and working with various APIs.
- Stellar written communication skills.
- A passion for helping people.
- (Bonus) Knowledge of the analytics market and data infrastructure.
- (Bonus) Experience with AWS, Chrome DevTools, Datadog, Grafana, Postgres, Zendesk.
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 identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
- And more benefits tailored to each country
We are a 2024 Circle Back Initiative Employer – we commit to responding to every applicant.
Contentsquare is an equal opportunity employer. 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.
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Your personal data will be securely stored in our hosting provider’s data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.