Original listing text, shown exactly as published by the company.
What you will do
- Ability to work from 9 AM to 6 pm West Coast time, with flexibility for a +/- 1-hour adjustment as needed, ensuring seamless support for the USA/EMEA market.
- Providing help with diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfaction
- Responding to, resolving, and documenting all incoming cases reported by customers, account managers, customer success managers, and sales engineers via telephone, web, and other support channels as required
- Collaborate cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement
- 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.
- Managing customer and internal stakeholders’ expectations around resolutions and timelines
- Ensuring Support Service Level Agreements (SLAs) are managed and met
- Flexibility in participating in a rotational on-call schedule during extended shifts (weekdays) and weekends and retail holidays as needed.
- Own and resolve complex technical issues involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.
- Able to travel up to 10%
- Most importantly, you’re an empathetic person who is comfortable with ambiguity and is an incredibly fast learner. As a strategic advisor for our customers, you’ll face novel situations and provide expertise every day
What you will need to succeed
- Full professional proficiency in English, and French is a plus.
- 2+ years experience in providing customer facing support to Enterprise Accounts
- You have experience with JavaScript, HTML5, CSS, and APIs
- Proficient with SQL and debugging tools such as Chrome DevTools; familiarity with cloud services (AWS), logs, and monitoring tools (e.g., Datadog, Grafana) is a plus
- Proven experience supporting enterprise clients in a fast-paced, data-centric environment
- Strong desire to teach new customers about the platform
- Ability to break down complex technical topics for diverse audiences (product managers, developers, marketers, execs)
- Outstanding written communication skills — clear, concise, and human. A proactive mindset and strong ownership — you don’t wait to be asked, you lean in.
- Experienced in working in a Web, SaaS and SDKs environment a plus!
- Experience in JIRA, and Zendesk is a plus!
- 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
Bonus Points For
- Familiarity with the digital analytics ecosystem or tag management systems.
- Prior experience with Heap, Contentsquare, or similar behavioral analytics platforms.
- Experience working with support platforms like Zendesk, JIRA, and internal debugging tools.
- Understanding of session replay, masking logic, SDK, or custom event instrumentation.
