senior technical support engineer

<div>:<div></div><div><b><br>
Sr Associate Technical Support Engineer - Hybrid, Mumbai</b></div><div><b>
Sr Associate Technical Support Engineer</b></div><div></div><div><br>
We&rsquo;re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.</div><div></div><div><br>
If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.</div><div></div><div><b><br>
About the job</b></div><div>
The Technical Support Team is looking for a Senior Associate Technical Support Engineer to support different solutions on different industries IoT Solutions | SAS, Health Outcomes Solutions | SAS, Supply Chain Optimization | SAS.</div><div>
The Technical Support Team provides technical support for enterprise-class SAS business software applications and solutions by applying specialized domain knowledge of software usage, features, functions, and interactions among applications and/or solutions components.</div><div></div><div><b><br>
As a Sr Associate Technical Support Engineer, you will:</b></div><ul><li>
 Provide technical support (collect information, analyse and troubleshoot) for customers who are using or troubleshooting enterprise-class multi-tier software applications in different solutions</li><li>
Proactively communicate carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately document and specify information in the case management system during the entire case life cycle.</li><li>
Routinely set and manage internal and external expectations and project pressures at all levels of technical and business management including coordinating/managing problem escalation activities and communications.</li><li>
Routinely build knowledge of SAS and specialized technical and business domain knowledge. Apply expertise to interpret documentation, to suggest appropriate software features, SAS procedures, products, and solutions, and to troubleshoot, diagnose and resolve complex business domain and technical problems and business critical issues that involve multiple areas of the SAS system.</li><li>
Manager stakeholder in the product lifecycle with other groups/divisions, including Research and Development, to improve the quality and design of future software releases and influence product direction based on knowledge of domain and software knowledge, and customer feedback. Act as an advocate for the customer.</li><li>
Review product documentation and education courses for technical accuracy, consistency, and user&rsquo;s point of view. Collaborate with documentation and education staff on modifications to these deliverables.</li><li>
Share product knowledge by authoring software knowledge base articles, technical papers, technical presentations, and engaging in the SAS Communities.</li><li>
Suggest, manage, and implement special projects to assist Technical Support, users, or other teams. Might undertake initiatives by using appropriate tools and techniques to benefit the business.</li><li>
Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.</li><li>
Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.</li></ul><div></div><div><b><br>
Required qualifications</b></div><div></div><ul><li><div><br>
Minimum 2 years of experience in technical position (Technical Support, Consultant, Developer, etc, ), supporting complex software applications, software development, software testing, an applicable business domain or software consulting.</div></li><li><div>
Bachelor&rsquo;s degree in computer science, Engineering or related quantitative field or industry domain.</div></li><li><div>
Fluency in English.</div></li><li><div>
Passion in developing a career towards customer facing &amp; technical support role</div></li><li><div>
Strong verbal and written communication skills and excellent interpersonal skills</div></li><li><div>
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.</div></li><li><div>
Continuous learning attitude</div></li><li>
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.</li></ul><div></div><div><b><br>
Additional competencies, knowledge and skills</b></div><ul><li><div>
Knowledge of ITSM tools (e.g. Zendesk, ServiceNow CSM, etc. for case handling),</div></li><li><div>
SAS (9.4 or Viya),</div></li><li><div>
Kubernetes basics (pods, logs, deployments).</div></li></ul><div></div><div><b><br>
You are welcome here.</b></div><div>
At SAS, it&rsquo;s not about fitting into our culture &ndash; it&rsquo;s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.</div><div></div><div><b><br>
Additional Information:</b></div><div><i>
SAS only sends emails from verified &ldquo;sas.com&rdquo; email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact </i><i>Recruitingsupport@sas.com.</i></div><div></div><div><br>
Let's stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.</div><div>
#SAS</div></div>

Senior Associate Technical Support Engineer

NICE Actimize

<div><div><p>At NiCE, we don&rsquo;t limit our challenges. We challenge our limits. Always. We&rsquo;re ambitious. We&rsquo;re game changers. And we play to win. We set the highest standards and execute beyond them. And if you&rsquo;re like us, we can offer you the ultimate career opportunity that will light a fire within you.</p></div><div><p><b>
So, what&rsquo;s the role all about?</b></p>
<p>
Here at NICE Public Safety, we provide state of the art solutions for the Public Safety &amp; Justice market, providing software as a service for multi-media evidence management and Emergency Contact Centres to a worldwide customer base.</p>
<p>
The primary focus will be providing expert insight and analysis of complex support and integration issues, escalated by our regional T2/3 support teams. This role will be required to deliver scripts, tooling, documentation, knowledge articles and guidance to the regional teams to reduce the ongoing effort required to support our products.</p>
<p><b>
How will you make an impact?</b></p>
<ul>
<li>Develop subject matter expertise in our core technologies and services.</li>
<li>Use tools to pull and effectively analyse logs, traces, and other telemetry to determine the root cause of issues.</li>
<li>Ensure sufficient diagnostic data is collected to identify issues.</li>
<li>Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue.</li>
<li>Identify, document, and report issues with software, design, reliability, and maintenance issues to the relevant teams, ensuring that they are aware of and are addressing customer expectations.</li>
<li>Collaborate and help build utilities and tools for internal use that enable you and your fellow Engineers to operate safely at high speed / wide scale.</li>
<li>Work with Cloud Operations and the development team manager/architects to assign the escalated tasks to the correct teams and resolve such issues</li>
<li>Manage the communications between development teams and regional support.</li>
<li>Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills.</li>
</ul>
<p><b>Have you got what it takes?</b></p>
<ul>
<li>Strong 4-7 years of experience in Advanced technical support</li>
<li>Excellent technical and analytical skills.</li>
<li>Experience and in-depth knowledge of data handling and MS SQL.</li>
<li>Experience of Programming or Advanced Scripting (C#, PowerShell, etc.)</li>
<li>Experience querying API&rsquo;s (REST, SOAP) and processing the output.</li>
<li>Experience working on Production and Test customer systems.</li>
<li>Exposure to SOA applications and services.</li>
<li>Exposure to commercial cloud providers (Ideally Azure, others considered)</li>
<li>Efficient, effective, and respectful communication skills both with customers and within internal departments.</li>
<li>Must be a good listener, able to identify and validate assumptions.</li>
<li>Should be able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it.</li>
<li>Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment.</li>
<li>Multi-tasking and time-management to prioritise and switch between varied tasks.</li>
</ul>
<p><b>What&rsquo;s in it for you?</b></p>
<ul>
<li>Join an ever-growing, market disrupting, global company where the teams &ndash; comprised of the best of the best &ndash; work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!</li>
</ul>
<p><b>Enjoy NiCE-FLEX!</b></p>
<p>
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.</p>
<p><b>
Requisition ID: 9314</b><br>
<b>Reporting into: </b>Tech Manager<br>
<b>Role Type: </b>Individual Contributor</p></div><p></p><div><p><b><i><br>
About NiCE
</i></b></p><p><i>NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
</i></p><p><i>Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
</i></p><p><i>NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.</i></p></div></div><p></p>

Senior Advanced Technical Support Engineer

The Emirates Group

<div><h5 class="jobSectionHeader"><b>Job Purpose
</b></h5><p>At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers &lsquo;Fly Better&rsquo;.
</p><p>Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world&rsquo;s largest international airline and become a vital part of our cutting-edge information and technology team as <b>an </b><b>IT Senior Operations &amp; Support Engineer - Mainframe Operations.
</b></p><p>The <b>IT Senior Operations &amp; Support Engineer - Mainframe Operations </b>will a nalyse, support, and resolve complex incidents raised both internally and externally, and recommend solutions to reduce the number of recurring incidents to the technical team. Proactively monitor, identify, and highlight incidents and risks to ensure that IT Service Operations remain within the agreed service levels and minimize the adverse impact on business operations.
</p><p>In this role, you will:
</p><ul><li>Address customer issues and resolve Level 1 and Level 2 incidents for the Emirates Group Systems, ensuring minimal downtime and in line with the specific qualitative or quantitative targets and Key Performance Indicators(KPIs).
</li><li>Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
</li><li>Utilise IT Service Management (ITSM) tools such as ServiceNow, Zendesk, or similar platforms to manage incidents, problems, assets, and change processes effectively.
</li><li>Perform root cause analysis of the reported incidents and recurring technical issues, conduct performance assessments and recommend improvements to enhance the system reliability. Contribute to the automation of the root cause analysis and incident response tools to improve response time and operational efficiency.
</li><li>Drive continuous improvement by proactively identifying and highlighting issues and risks that may impact the services provided by EGIT. Utilise observability platforms to monitor system performance and anomalies.
</li><li>Implement and support ITIL-based incidents, issues and change management processes while ensuring compliance with company cybersecurity, data protection, company policies, and industry regulations and best practices.
</li><li>Assist in deploying, configuring, configuring and upgrading IT systems to ensure optimal performance.
</li><li>Partake in a 24/7 on-call rotation, acting as an escalation point for unresolved tickets and providing timely solutions.
</li><li>Develop and maintain technical documentation, create knowledge-base articles, carry out knowledge transfer sessions, and mentor junior engineers to encourage a culture of continuous learning and knowledge sharing.
</li><li>Manage multiple priorities effectively by applying strong communication, analytical, and problem-solving skills to ensure timely and efficient service delivery.
</li></ul><h5 class="jobSectionHeader"><b>Qualification
</b></h5><p><b>To be considered for this role, you must meet the below requirements:
</b></p><ul><li>Degree or Honours (12+3 or equivalent).
</li><li>2+ years of experience in Information Technology.
</li></ul><p><b>Knowledge/Skills:
</b></p><ul><li>Operational and Support experience in Mainframe technology IBM Z series IBM Storage OS390 LPARs.
</li><li>Practitioner/Professional level certification in IBM zOS.
</li><li>Experience with mainframe related tools and utilities like TSOISPF RACF or zOS Connect.
</li><li>Experience in monitoring consoles for any critical alerts and responding to the WTORs.
</li><li>Monitoring critical batch job analysing late jobs and fixing job abends and take corrective actions.
</li><li>Working experience in Observability platforms like Splunk Zabbix AppDynamics.
</li><li>Working experience in ITSM tools like ServiceNow. Thorough understanding of ITIL framework.
</li><li>Experience in the computer and communication industry as a support engineer dealing with application support.
</li><li>Ability to think around issues and look at the broader picture to provide solutions through a variety of problem solving techniques.
</li><li>Experience working in Service desk - Incident Management Problem Management Infrastructure Operations domains.
</li></ul><p>Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. If you are passionate about delivering world-class IT services and fostering continuous improvement, we invite you to apply and contribute to the success of Emirates Group.
</p><h5 class="jobSectionHeader"><b>Salary &amp; benefits
</b></h5><p>Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it&rsquo;s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers .</p></div>

IT Senior Operations & Support Engineer

Al Rostamani International Exchange

<div><p>Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care &amp; Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.</p>
<p>United Diesel is specialized in commercial vehicles and is the authorized distributor of Renault Trucks, Tata Motor, Buses and Trucks. It offers complete after Sales Services and provides innovative transport solutions.</p>
<div><div><div><h2 class="jobSectionHeader"><b>
Job Purpose</b></h2>
</div><div><p>
The Customer Support Engineer will be responsible for providing advanced technical support to our customers, ensuring the resolution of complex issues, and maintaining a high level of customer satisfaction. This role requires a deep understanding of our products, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders</p>
</div></div><div><div><h2 class="jobSectionHeader"><b>
Job Responsibilities</b></h2>
</div><div><ul><li>Technical Support:
<ul><li>Provide advanced technical support to customers via phone, email, and chat.</li>
<li>Collaborate with cross-functional teams, including engineering and product management, to resolve customer issues.</li>
</ul></li><li>Customer Interaction:
<ul><li>Act as the primary point of contact for high-priority customer issues.</li>
<li>Communicate effectively with customers to understand their issues and provide timely updates.</li>
<li>Ensure a high level of customer satisfaction through professional and empathetic communication.</li>
</ul></li><li>Documentation and Knowledge Sharing:
<ul><li>Create and maintain detailed documentation of customer issues and resolutions.</li>
<li>Develop and update knowledge base articles to help customers resolve common issues.</li>
<li>Mentor and train workshop engineers to enhance their technical skills and customer service abilities.</li>
</ul></li><li>Product Feedback:
<ul><li>Gather and analyze customer feedback to identify common issues and areas for improvement.</li>
<li>Provide detailed feedback to the product development team to help improve product quality and usability.</li>
</ul></li><li>Continuous Improvement:
<ul><li>Stay up-to-date with the latest industry trends and technologies.</li>
</ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>Job Requirements</b></h2>
</div><div><ul><li>Education:
<ul><li>Bachelor&rsquo;s degree in Computer Science, Information Technology, Engineering or a related field.</li>
</ul></li><li>Experience:
<ul><li>Minimum of 3 years of experience in a technical support role, preferably in a senior or lead capacity.</li>
</ul></li><li>Technical Skills:
<ul><li>Strong understanding of commercial vehicles
</li><li>Proficiency in resolving complex technical issues.</li>
</ul></li><li>Soft Skills:
<ul><li>Excellent communication and interpersonal skills.</li>
<li>Strong problem-solving and analytical abilities.</li>
<li>Ability to work independently and as part of a team.</li>
<li>High level of empathy and customer focus.</li>
</ul></li></ul></div></div></div><p>At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.</p></div><p></p>

Customer Support Engineer

Rapiscan Systems

<div>Overview:
<div>
Senior Software support Engineer shall be responsible for the Level2 and Level3 support activities. He/She should be able work in shifts to align with customer sites operating time zones. He/She should work with global customer support teams to analyze an issues reported from the customer sites. He/She should have effective communication skills to debrief the issue to development/senior management teams and document the same. He/She should be able to effectively work within a team of technically strong engineers. He/She should be able to guide the juniors in the support teams. He/She should have knowledge of application deployment technologies. He/She should be able to fix software bugs, testing and maintaining the software is an important task for a Senior Software Support Engineer.</div>
Responsibilities:
<ul><li>Must have a strong understanding of customer con-ops and be capable of comprehending issues reported by customers.</li><li>
Should be able to offer a workaround for immediate resolution.</li><li>
Must be able to analyze the complex issues reported by customers and able to identify the root cause without help from leads.</li><li>
Analyze the logs and necessary data from the customer environment to understand the scenario(s) that caused the issue.</li><li>
Must have strong debugging skills to identify the root cause of the issues.</li><li>
Provide the fixes to the software issues in collaboration with the development team.</li><li>
Provide timely updates through established communication channels.</li><li>
Update the service management portal with the latest updates for the customer reported issues.</li><li>
Update product knowledge base with newly reported issues from the sites.</li><li>
Raise the tickets in the Jira portal and track them to closure.</li><li>
Continually updating technical knowledge and skills by attending in-house and/or external courses, reading manuals and accessing new applications</li><li>
Complete assigned tasks on time and in accordance with the appropriate process.</li><li>
Should be able to contribute to critical/high severity bug fixes and feature development tasks.</li></ul>
Qualifications:
<ul><li>B.E/B.Tech (M.E/M.Tech preferred) in the disciplines of EEE/ECE/CSE or MCA degree or equivalent experience.</li><li>
Minimum of 6 to 9 years&rsquo; experience in the respective technologies</li></ul><div></div><div><b><br>
Specific Knowledge and Skills</b></div><div></div><p><br>
Candidates should have experience in the following skills and technologies:</p><br>
<div></div><ul><li>
Excellent understanding of Object-Oriented Programming concepts.</li><li>
Good programming skills in Java, Spring boot, Hibernate, RabbitMQ, and Redis technologies.</li><li>
Must have strong programming skills to write queries for MS-SQL and Postgres databases.</li><li>
Should have knowledge of microservices architecture and AWS services.</li><li>
Should have strong Knowledge on docker and Kubernetes technologies.</li><li>
Should have knowledge on Angular 12+</li></ul><p></p><div><b><br>
Soft Skills</b></div><br>
<div></div><ul><li>
Excellent verbal/written communication skills with very good teaming skills</li><li>
A commitment to ongoing training and self learning</li><li>
Good time management and organizational skills</li></ul></div><div></div>

Senior Software Support Engineer

thyssenkrupp Uhde Egypt Company SAE

<div>Company
<p><b>
tk Uhde Egypt</b> is one of the subsidiaries of thyssenkrupp Uhde GmbH, which is known as a leading contractor for Engineering, Procurement, Construction and Commissioning of Lump Sum Turn Key chemical plants. tk Uhde-Egypt was founded in 2004 primarily to expand the local presence and establish closer relationship to the customers in Egypt, Middle East and North Africa. Its continuously growing work-force was mostly trained in Germany and currently numbers over 225 highly skilled employees.</p>
<h2 class="jobSectionHeader"><b>
Your responsibilities</b></h2>
<p>
Responsibility:</p><p>
Network setup and configuration<br>
2- Network operations and maintenance<br>
3- Network security and access control<br>
4- Troubleshooting and incident management<br>
5- Monitoring and performance management<br>
6- Documentation and reporting<br>
7- Collaboration and communication<br>
8- Continuous improvement and development</p><p>
Main Duties:</p><p>
1- SSetup, configuration, and commissioning of LAN components according to technical specifications in coordination with Experts and Senior Experts.<br>
2. Perform regular maintenance and servicing of existing network components to ensure high system availability.<br>
3. Manage user and role profiles within the network environment, ensuring compliance with IT security policies.<br>
4. Handle, troubleshoot, and document incidents and service requests related to the LAN area.<br>
5. Communicate effectively with internal users regarding network-related issues and coordinate closely with IT and infrastructure teams.<br>
6. Create and maintain technical documentation, including network diagrams and configuration descriptions.<br>
7. Monitor system performance and conduct standard analyses in the event of disruptions or degradation.<br>
8. Apply practical knowledge in managing and supporting common LAN solutions (e.g., Cisco, Aruba, HPE, Fortinet).</p>
<h2 class="jobSectionHeader"><b>
Your profile</b></h2>
<ul><li>Bachelor&rsquo;s degree in computer science, Information Technology, or a related field.</li>
<li>2 to 4 years of hands-on experience in network engineering.</li>
<li>Solid understanding of LAN/WAN concepts, routing &amp; switching protocols, and IP-based communication.</li>
<li>Experience with Cisco network devices (required); additional exposure to Aruba, HPE, and Fortinet.</li>
<li>Familiarity with firewall management, VLANs, QoS, and network monitoring tools.</li>
<li>Strong troubleshooting and documentation skills.</li>
<li>Good communication skills and ability to work in a team-oriented, multinational environment.</li>
<li>Good command of English, with strong reading and writing skills for technical documentation and communication.</li>
<li>Cisco Certified Network Associate (CCNA) or equivalent.</li>
<li>Knowledge of ITIL processes or experience in IT service management environments is an advantage.</li>
</ul><h2 class="jobSectionHeader"><b>Your benefits</b></h2>
<h2 class="jobSectionHeader"><b>Contact</b></h2>
<p><b>
For whom who is interested, please send your CV to:</b></p><p><b>
hr-is-egypt@thyssenkrupp.com</b><b>, mentioning Senior IT Engineer in the subject line.</b></p></div>

Senior IT Engineer

Contentsquare

<div><div>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&rsquo; whole online journey.</div><div></div><div><br>
We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We&rsquo;re here to stay&mdash;and we&rsquo;re looking for team members who are excited to drive impact and help us scale even further.</div><div></div><div><br>
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&mdash;for our customers, their customers, and each other.</div><div></div><div><i><br>
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.</i></div><div></div><div><b><br>
About the job:</b></div><div>
Contentsquare&rsquo;s world-class support team is a major reason why companies choose us as the source of truth for all their customer data and why our customers love us so much! We&rsquo;re looking for an experienced <b>Senior Customer Support Engineer</b> to join our global team and support <b>enterprise clients across both Heap and Contentsquare.</b></div><div></div><div><br>
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&rsquo;ll work closely with our Product, Engineering, and Customer Success teams to solve problems, advocate for our users, and continuously improve the support experience.</div><div></div><div><b><br>
What you&rsquo;ll do:</b></div><ul><li>Own and resolve <b>complex technical issues</b> involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.</li><li>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.</li><li>Collaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement</li><li>Coach and mentor Support Engineers across the team &mdash; helping elevate technical depth and customer communication.</li><li>Partner with other senior engineers to lead incident response, major escalations, and drive resolution for critical issues.</li><li>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.</li><li>Advocate for the best customer experience. Internally, you&rsquo;ll serve as the voice of our customers when defining product requirements with engineers or helping marketers educate the world about analytics.</li><li>Most importantly, you&rsquo;re an empathetic person who is comfortable with ambiguity and is an incredibly fast learner. As a strategic advisor for our customers, you&rsquo;ll face novel situations and provide expertise every day.</li></ul><div></div><div><b><br>
What You&rsquo;ll Bring:</b></div><ul><li><b>3&ndash;5+ years of experience</b> in a technical support, solutions engineering, or customer-facing engineering role.</li><li>Strong technical background with <b>JavaScript, HTML/CSS, and </b><b>APIs</b>.</li><li>Proficient with <b>SQL</b> and debugging tools such as Chrome DevTools; familiarity with cloud services (AWS), logs, and monitoring tools (e.g., Datadog, Grafana) is a plus.</li><li>Proven experience supporting <b>enterprise clients</b> in a fast-paced, data-centric environment.</li><li>Ability to break down complex technical topics for diverse audiences (product managers, developers, marketers, execs).</li><li>Outstanding <b>written communication skills</b> &mdash; clear, concise, and human.A proactive mindset and strong ownership &mdash; you don&rsquo;t wait to be asked, you lean in.</li><li>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</li></ul><div></div><div><b><br>
Bonus Points For:</b></div><ul><li>Familiarity with the <b>digital analytics</b> ecosystem or tag management systems.</li><li>Prior experience with <b>Heap</b>, <b>Contentsquare</b>, or similar behavioral analytics platforms.</li><li>Experience working with support platforms like <b>Zendesk</b>, JIRA, and internal debugging tools.</li><li>Understanding of <b>session replay</b>, masking logic, SDK, or custom event instrumentation.</li></ul>
<div><b>Why you should join Contentsquare</b></div><div>
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&rsquo;re aligned with the employees' needs.</div><div></div><div><br>
Here are a few we want to highlight:</div><ul><li>Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year</li><li>Work flexibility: hybrid and remote work policies</li><li>Generous paid time-off policy (every location is different)</li><li>Immediate eligibility for birthing and non-birthing parental leave</li><li>Wellbeing and Home Office allowances</li><li>A Culture Crew in every country we&rsquo;re based in to coordinate regular activities for employees to get to know each other and bond outside of work</li><li>Every full-time employee receives stock options, allowing them to share in the company&rsquo;s success</li><li>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</li><li>And more benefits tailored to each country</li></ul><div></div><div><i><br>
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.</i></div><div></div><div><i><br>
Your personal data is used by Contentsquare for recruitment purposes only. Read our </i><i>Job Candidate Privacy Notice</i><i> 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 </i><i>here</i><i>.</i></div><div></div><div><i><br>
Your personal data will be securely stored in our hosting provider&rsquo;s data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.</i></div></div>

Senior Customer Support Engineer – Enterprise

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