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Customer Technical Lead - Tier 3



IT, Customer Service
Cairo Governorate, Egypt
Posted on Wednesday, December 27, 2023
Contentsquare is a global digital experience analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team – known as the CSquad – representing more than 72 nationalities across the world.
In 2022, we raised $600M in Series F funding, and we were also recognized as a certified Great Place to Work in France, Germany, Israel, US and UK. In November 2023, we acquired Heap, our largest acquisition to date, strengthening our analytics platform to provide a 360 view of users' digital experience.
Please Note: Scammers are posing as Contentsquare and Contentsquare team members. We’ll never initially contact you via text or GChat, and never solicit money from you. Please visit our careers blog for more information.
About the Role:
Contentsquare is looking for an ambitious Customer Support Technical Lead to join our team in an individual contributor capacity and help support our customers globally, across multiple channels, including our newest one: Chat. Contentsquare’s Customer Support Technical Leads are the first escalation point for the Support Engineers. They work with our customers and other Contentsquare Engineers to solve advanced technical problems and create custom code solutions. You will have the opportunity to interface with our key customers and work on exciting and complex customer inquiries. This position offers a great opportunity for an individual to accelerate their career within the growing customer support team in the EMEA region.
If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical skills, we want to meet you.

What you will do:

  • Serve as an escalation point for Support Engineers to provide advanced diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfaction
  • Provide custom code solutions for specific customer needs and to augment productized solutions
  • Work with our R&D team to resolve complex matters
  • Escalate product bugs and productize common custom code solutions
  • Gathering and analyzing information, evaluating impacts, resolving or escalating issues as needed
  • Managing customer and internal stakeholders’ expectations around resolutions and timelines
  • Ensuring Support Service Level Agreements (SLAs) are managed and met
  • Delivering training sessions and webinars about Contentsquare’s products for internal personnel
  • Flexibility in participating in a rotational on-call schedule during extended shifts (weekdays) and weekends and retail holidays as needed.
  • Acting as a Customer-facing subject matter expert

What you will need to succeed:

  • Fluent in English. French, German, Italian and/or Spanish is a plus!
  • 3+ years’ experience with JavaScript, HTML 5, CSS 3
  • 2+ years’ experience with SQL or other query languages
  • 2+ years’ experience in providing customer facing support to Enterprise Accounts
  • Knowledge of modern Javascript (ES 9), including common patterns and SPA frameworks
  • Experience analyzing performance using performance monitoring software such as Google Lighthouse - Advantage
  • Experience with Git or other version control software - Advantage
  • Bachelor’s degree in computer science/Information technology or equivalent
  • Ability to work in a fast-paced startup SaaS environment in high pressure situations
  • Strong communication and interpersonal skills
  • Experience working with an international team is a plus
  • Experience in JIRA, Zendesk and Salesforce a plus
Why you should join Contentsquare:
▪️ We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done
▪️ We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
▪️ We are a fast-growing company with a track record of success over the past 12 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact
▪️ Our clients, partners and investors love our industry-leading product
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. 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 to coordinate regular outings such as game nights, movie nights, and happy hours
▪️ Every full-time employee receives stock options, allowing them to share in the company’s success
▪️We offer many benefits in various countries -- ask your recruiter for more information
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.
Your personal data is used by Contentsquare for recruitment purposes only. Read ourJob Candidate PrivacyNotice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.
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.