Customer Success Engineer II Tier 2

What is Contentstack?

Contentstack – the leading Composable Digital Experience Platform (DXP) provider – empowers marketers and developers to deliver composable digital experiences at the speed of their imagination. Companies such as ASICS, Chase, Steve Madden, Holiday Inn, Icelandair, Mattel, Mitsubishi, Riot Games, and Shell trust Contentstack to power their most critical content experiences with uncompromising scale and dependability. Known for its Care Without Compromise™ program, Contentstack has achieved the industry’s highest customer satisfaction rating. Contentstack is also a founding member of the MACH Alliance, advocating for best-of-breed composable technology that is Microservices-based, API-first, Cloud-native SaaS, and Headless. Learn more at www.contentstack.com.

Who Are We?

At Contentstack we are more than colleagues, we are a tribe. Our vision is to pursue equity among our communities, employees, partners, and customers. We are global-diverse yet close; distributed yet connected. We are dreamers and dreammakers who challenge the status quo. We do the right thing, even when no one is watching. We are curious trendspotters and brave trendsetters. Our mission is to make Contentstack indispensable for organizations to tell their stories and to connect with the people they care about through inspiring, modern experiences. We care deeply about our customers and the communities we serve. #OneTeamOneDream. Chalo, let’s go!

What Are We Looking For?

Contentstack is looking for a Customer Success Engineer II Tier 2 . If you’re looking for an opportunity to join an innovative, fun, and fast-paced team where your contributions will have a meaningful impact, we’d love to hear from you!

Roles and responsibilities:

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Have sufficient product and technical knowledge to either solve a complex problem or gather relevant information to escalate to Level 3 (Engineering/Solution Architect).
• Must be able to understand key business processes supported by Global Customer Success team
• Be a Subject Matter Expert in guiding customers as well as internal Tier1 Success Engineers to get the most out of Contentstack product and ensure customer issues are resolved as expediently as possible
• Collect information and document bugs with Engineering for product issues that are impacting customers. Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
• Build process or troubleshooting documentation in the support knowledge base and maintain a communication standards in keeping the internal stakeholders informed on the support operations
• Actively participate in client meetings and presentations with Customer Success Managers to identify technical requirements
• Listen to and thoroughly understand what a customer is trying to achieve. Never pre-suppose or assume an answer or pre-determine solutions
• Be able to document various internal processes and procedures and maintain a communication standards in keeping the internal stakeholders informed on the support operations

Job Description:

• Should have 3 to 5 years of strong experience in product support, supporting various business applications or related customer facing role.
• Motivated, autonomous worker who is execution oriented
• Excellent verbal and written communication and interpersonal skills
• Excellent relationship management and customer service in a variety of forms (written, live chat, conference calls, in-person.)
• In-depth knowledge of REST APIs, microservices and popular web technologies is a must
• Good understanding of CSS, HTML, JSON, REST, and other key web standards
• Experience with AWS Lambda or similar serverless coding
• Experience using version control systems such as Git
• Experience with Salesforce or a similar CRM ticketing system
• Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment
• Ability to set and manage priorities judiciously
• Ability to work independently with little direct supervision and as a part of a team.
• Ability to remain calm, composed and articulate when dealing with tough customer situations
• Ability to translate business needs into technical requirements
• Strong Analytical, evaluative, and problem-solving abilities
• Flexible to work in rotational shifts.

Location : Bangalore (Hybrid)

What Do We Offer?

Interesting Work | We hire curious trendspotters and brave trendsetters. This is NOT your boring, routine, cushy, rest-and-vest corporate job. This is the “challenge yourself” role where you learn something new every day, never stop growing, and have fun while you’re doing it.

Tribe Vibe | We are more than colleagues, we are a tribe. We have a strict “no a**hole policy” and enforce it diligently. This means we spend time together - with spontaneous office happy hours, organized outings, and community volunteer opportunities. We are a diverse and distributed team, but we like to stay connected.

Bragging Rights | We are dreamers and dream makers. Our efforts pay off and we work with the most prestigious brands, from big-name retailers to airlines, to professional sports teams. Your contribution will make an impact with many of the most recognizable names in almost every industry including ASICS, Chase, Steve Madden, Holiday Inn, Icelandair, Mattel, Mitsubishi, Riot Games, Shell, and many more!

One Team One Dream | This is one of our values, and it shows. We don’t believe in artificial hierarchies. If you’re part of the tribe, you have an opportunity to contribute. Your voice will be heard and you will also receive regular updates about the business and its performance. Which, btw, is through the roof, so it’s a great time to be joining…

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