Customer Success Engineer I Tier I

What is Contentstack?

 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 I Tier 1 . 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:

• Perform initial troubleshooting, identification of root cause and issue resolution. Meet or exceed customer expectations on the timeliness of responses and overall customer experience
• Have sufficient product knowledge to either solve a customer issues or gather relevant information to escalate to Tier2
• Identify and deal with problems as they arise, escalating and involving senior management wherever required
• Ensure all processes are being followed and proper use of systems are being employed
• Perform shift handovers highlighting the key updates and actionable items for the next shift
• Participate in the internal meetings driven for Customer Success operations
• Demonstrate a positive, solutions-oriented attitude
• Communicate effectively with internal teams and external clients to deliver objectives 

Required skill sets:

• Strong experience into product support, supporting various business applications or related customer facing role
• Familiarity with Traditional and/or headless CMS
• Good understanding of web applications, HTTP, HTML, JSON, REST, and other key web standards
• Experience working with Salesforce or a similar CRM ticketing system.
• 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.)
• 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
• Keen attention to detail
• Strong Analytical, evaluative, and problem-solving abilities
• Flexible to work in rotational shifts in a 24/7 environment for various shift patterns

Experience : 2 to 4 Years

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 AirFrance KLM, ASICS, Burberry, Mattel, Mitsubishi, Walmart, 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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