Product Support Agent

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who 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, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.

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**:
We’re looking for someone to join our Product Support team in the EMEA 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.

**What you’ll do**
- 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
- 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

**What you’ll need to succeed**:
- 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
- Experience using DevTools, DataDog and other troubleshooting software.
- Be familiar with AI tools(Gemini) and have experience using them in different settings and for various purposes.
- Have a desire to work in a respectful and collaborative work environment
- Full professional proficiency in English

**What makes you stand out**:

- 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 and ticket deflection strategies
- Experience using JIRA and Zendesk
- SQL database skills
- Experience using Hotjar

**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