Senior Customer Support Engineer Enterprise

Content Square

Our customers use 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 Product, Engineering, and Customer Success teams to solve problems, advocate for our users, and continuously improve the support experience.

What you ll do:

• Own and resolve complex technical issues involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.
• Become more knowledgeable about analytics than anyone else. You will have complete context on our product and become an expert in the larger analytics space.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement
• Coach and mentor Support Engineers across the team helping elevate technical depth and customer communication.
• Partner with other senior engineers to lead incident response, major escalations, and drive resolution for critical issues.
• 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.
• 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 Bring:

• 3 5+ years of experience in a technical support, solutions engineering, or customer-facing engineering role.
• Strong technical background with JavaScript, HTML/CSS, and APIs.
• Proficient with SQL and debugging tools such as Chrome DevTools; familiarity with cloud services (AWS), logs, and monitoring tools (e.g., Datadog, Grafana) is a plus.
• Proven experience supporting enterprise clients in a fast-paced, data-centric environment.
• Ability to break down complex technical topics for diverse audiences (product managers, developers, marketers, execs).
• Outstanding written communication skills clear, concise, and human.A proactive mindset and strong ownership you don t wait to be asked, you lean in.
• This role is ideal for someone who loves solving tough problems, partnering with world-class teams, and being a force multiplier for both customers and colleagues

Bonus Points For:

• Familiarity with the digital analytics ecosystem or tag management systems.
• Prior experience with Heap, Contentsquare, or similar behavioral analytics platforms.
• Experience working with support platforms like Zendesk, JIRA, and internal debugging tools.
• Understanding of session replay, masking logic, SDK, or custom event instrumentation.