Customer Support Engineer

<h2>About the opportunity</h2> <p>The <strong>Customer Support Engineer</strong> is an <strong>individual contributor</strong> in the <strong>Customer Experience</strong> organization, reporting to the <strong>Senior Manager, Customer Support</strong> in Denver. The role sits within the Global Support team and helps customers run mission-critical digital experiences on Contentful by investigating, troubleshooting, and resolving technical issues across APIs, integrations, and web/mobile apps.</p> <p><strong>This role is based in Denver, CO with work hours of 7a-4p MT, and expected to be in office roughly 2-3 times per month.</strong></p> <h2>What to expect?</h2> <p>In the first <strong>6–12 months</strong>, the CSE is expected to:</p> <ul> <li>Build strong product and platform expertise across Contentful’s APIs, integrations, and typical customer architectures.</li> <li>Deliver high-quality technical support across tickets and real-time channels, with clear explanations and timely resolution or escalation.</li> <li>Add to team and customer knowledge through runbooks and documentation for recurring or complex issues.</li> <li>Show solid queue management, on-call participation, and cross-team collaboration to improve product and support processes.</li> </ul> <h2>What do you need to be successful?</h2> <ul> <li>Customers who feel confident and supported, with issues resolved efficiently and explained at the right technical level.</li> <li>Reliable ownership and healthy support metrics (e.g., CSAT, low re-open rates) on complex cases.</li> <li>Active contributions to team health and culture—knowledge sharing, partnering across global teams, and living our values: Relentless Customer Focus, Own It, Be Bold, and Win Together.</li> </ul> <p>Must haves:</p> <ul> <li>4+ years of experience in hands-on technical support OR 2+ years software engineer experience with experience in writing requirements or technical documentation</li> <li>Hands-on experience with REST APIs:</li> <li>Practical experience troubleshooting in at least one of our supported languages or ecosystems (e.g., JavaScript, Java, Ruby, .NET, PHP, Python, Objective-C, Swift)—not full-time software engineering, but enough to read code, reason about issues, and provide example fixes</li> <li>Familiarity with core SaaS support tooling and processes (ticketing systems, SLAs, escalations, on-call/incident response) sufficient to manage a live support queue.</li> </ul> <p>Nice to haves:&nbsp;</p> <ul> <li>Technical:</li> <ul> <li>Experience with GraphQL in addition to REST.</li> <li>Exposure to SSO / SAML and enterprise identity providers (e.g., Okta, Azure AD, Google Workspace) and basic SSO flow concepts.</li> <li>Familiarity with modern web frameworks (React, Next.js, Vue, etc.) or mobile app architectures and tooling.</li> <li>Background using observability/monitoring tools (e.g., logs, metrics, dashboards) to troubleshoot production issues.</li> </ul> <li>Soft skills:</li> <ul> <li>Advanced written and verbal communication techniques for tailoring explanations to different technical levels (we can coach on style and structure if fundamentals are strong).</li> <li>Comfort or familiarity in running customer calls/Zooms during high-pressure incidents (we can build confidence and methodology over time).</li> </ul> </ul> <h2>What's in it for you?</h2> <ul> <li>Join an ambitious tech company reshaping the way people build digital experiences</li> <li>Full-time employees receive Stock Options for the opportunity to share in the success of our company</li> <li>Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.&nbsp;</li> <li>Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.</li> <li>We value<strong> Work-Life balance </strong>and<strong> You Time</strong>!<strong> </strong>A generous amount of paid time off, including vacation days, sick days, compassion days for loss,&nbsp; education days, and volunteer days</li> <li><strong>Company paid parental leave</strong> to care for and focus on your growing family&nbsp;</li> <li>Use your personal annual education budget to improve your skills and grow in your career</li> <li>Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties&nbsp;</li> <li>An annual wellbeing stipend to care for your physical, financial, or emotional health</li> <li>A monthly communication stipend and phone hardware upgrade reimbursement.</li> <li>New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.</li> </ul> <p>The application deadline is 03/23/2026</p> <p>Colorado Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of Colorado if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.</p> <p>Colorado Salary: $87,000-$117,000</p> <p><em>[This position is eligible for equity awards in accordance with the terms of Contentful’s equity plans.]</em></p><div class="content-conclusion"><h2><strong>Who are we?</strong></h2> <p>Contentful is a leading <strong>digital experience platform</strong> that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native <strong>AI</strong> capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than <strong>700 people</strong> from more than <strong>70 nations</strong> contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.</p> <h2><strong>Everyone is welcome here!</strong></h2> <p><span style="font-weight: 400;"><strong>“Everyone is welcome here”</strong> is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!</span></p> <p><span style="font-weight: 400;">If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.</span></p> <p class="p1"><span style="color: #3e3e3e;"><em>Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at <a href="mailto:[email protected]" target="_blank">[email protected]</a> </em></span><span style="color: #3e3e3e;"><em>with any information you may have.</em></span></p> <p><span style="font-weight: 400;">By clicking “Apply for this job,” I acknowledge that I have read the “</span><a href="https://www.contentful.com/legal/us/privacy-notice-to-candidates/privacy/" target="_blank"><span style="font-weight: 400;">Contentful’s Candidate Privacy Notice</span></a><span style="font-weight: 400;">” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.</span></p></div>