Customer Support Engineer (f/m/d)

Job description

Contentful's Customer Support Engineers (f/m/d) are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies.

Working directly with developers from our customers, our Customer Support Engineers help some of them with massive scaling and others with getting started on new integrations. Through ticket-based assistance, they identify and research Contentful-related issues that users experience, and then troubleshoot and help resolve those issues. By providing this assistance, and escalating issues when necessary to our Engineering team, our Customer Support Engineers give our customers confidence that their needs are represented and addressed. Many large customers rely on Contentful to power their public websites, mobile apps, and other mission-critical parts of their business; our Customer Support Engineers play a vital role in enabling their success in doing so.

Intellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the "why" and not just the "what"

We practice empathy and the art of anticipating customer needs

What do you need to be successful?

Minimum 2 years previous experience with a direct contribution in Support and/or Customer-facing processes and tools like; a ticketing system, in-app chat, shift handover, on-call coverage, service level agreements, escalation process, and incident response

Experience working with APIs and API-based SaaS integrations

A good understanding of how web applications and mobile apps are built and work

Confidence with common UNIX-like command-line tools

A track record of getting things done in an environment that combines collaboration and individual responsibility

Ability to read server logs and process them to aggregate/analyze data

An understanding of Agile processes or experience working in an Agile/Scrum environment

Strong problem-solving skills

Ability to clearly explain concepts and produce example code that complements the explanation

Customer-centered, high level of empathy, and cross-team collaboration mindset

Results and outcome-oriented; team focused

Experience with working with global teams, open to cultural and thought diversity

Excellent English communication skills, both verbal and written

What's in it for you?

Join an ambitious tech company reshaping the way people build digital experiences

Full-time employees receive Stock Options for the opportunity to share in the success of our company

Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.

We value Work-Life balance and You Time !A generous amount of paid time off, including vacation days, sick days, education days, compassion days for loss, and volunteer days

Time off to care for and focus on your growing family

Use your personal annual education budget to improve your skills and grow in your career

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

An annual wellbeing stipend to care for your physical, financial, or emotional health

A monthly communication phone/internet stipend and phone hardware upgrade reimbursement.

New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.

Who are we?Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI 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 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.

Everyone is welcome here!"Everyone is welcome here" 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!

If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.

By clicking "Apply for this job," I acknowledge that I have read the " Contentful's Candidate Privacy Notice " and hereby consent to the collection, processing, use, and storage of my personal information as described therein.

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Extra information

Status

Open

Education Level

Secondary School

Location

London

Type of Contract

Full-time jobs

Published at

31-03-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English