Customer Support Engineer

hace 3 semanas

Ciudad de México BlueConic A tiempo completo

Overview At BlueConic, we’re reinventing how businesses grow by transforming customer data into real-time intelligence and action. As the creators of the industry’s first Customer Growth Engine (CGE), we help brands move beyond traditional CDPs to a smarter, faster model for growth—powered by AI, built for privacy, and designed to create meaningful value across the customer lifecycle. You will join our Customer Support function as a CS Engineer, sharing front-line support responsibilities while Customer Success Managers focus on onboarding and customer growth activities. In this role you will be a member of the Customer Support team, supporting CS reps with technical knowledge and helping with escalations. You will collaborate with teams to resolve customer issues and continually improve support processes. Join us in shaping the future of customer engagement—where businesses don’t just collect data, but turn it into their next competitive advantage. Responsibilities Actively listen to customers to understand their issues, bringing an empathetic approach to problem solving Provide step-by-step guidance for resolving technical issues Gather information needed to solve customer problems Offer troubleshooting and help with configuring BlueConic Educate customers on product features to minimize technical challenges Follow up to ensure issues are resolved; document and track issues in a ticketing system Stay current on BlueConic products Identify and manage support-related reports and optimize tool usage Support junior team members and serve as a point of escalation during ticketing Identify and escalate customer issues to the right stakeholders based on scope and severity Leverage AI-powered support tools to enhance resolution speed and improve the customer experience Collaborate on training and optimizing AI assistants by identifying gaps in automated responses and updating product knowledge You Have Hands-on experience with customer data platforms, digital analytics, personalization, tag management, DMPs, or web-based data/marketing technologies 4+ years front-end development experience (HTML, CSS, JavaScript) At least 2+ years in a similar customer support role Excellent written and oral communication skills Proven ability to manage multiple tasks without falling behind Passion and enthusiasm for learning Team-player mentality Nice to Have Computer Science or developer background Understanding of how APIs can be used to send and retrieve information Experience in the martech space and/or enterprise software Experience in a company with US and global operations About BlueConic BlueConic is the leading Customer Growth Engine, helping brands unlock the full value of their customer data. By combining AI-powered intelligence with real-time activation, BlueConic enables businesses to drive growth, increase retention, and optimize revenue. More than 500 brands use BlueConic to create meaningful relationships and drive long-term business impact. Seniority level Not Applicable Employment type Full-time Location Mexico City Metropolitan Area #J-18808-Ljbffr

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