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Customer Support Engineer

Mexico City

Hurry up! We’ve got a dream to build!

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.

Join us in shaping the future of customer engagement—where businesses don’t just collect data, but turn it into their next competitive advantage.

You will be joining our Customer Support function as a CS Engineer for BlueConic, sharing front-line support responsibilities, while Customer Success Managers focus on onboarding and customer growth activities.  In this role you will act as a member of the Customer Support team, supporting CS reps with technical knowledge and helping with escalations. Aside from having relentless curiosity

In this role you will: 

  • Actively listen to customers to understand their issues or concerns, bringing an empathetic approach to solving customer issues
  • Provide step-by-step guidance for the resolution of a technical issue
  • Gather the information needed to solve a customer problem
  • Offer troubleshooting and help with configuring BlueConic
  • Educate customers on the features of company products/services to minimize technical challenges
  • Follow-up with customers to ensure their issues are completely resolved and use a ticketing system to document and track customer issues 
  • Stay current on the BlueConic products
  • Help identify and manage support related reports and optimize support tool usage
  • Support more junior team members, helping them advance their skills and serving as a point of escalation during the ticketing process
  • Properly identify and escalate customer issues to the right stakeholders across the organizing, depending on the scope and severity of an issue
  • Leverage AI-powered support tools, including Intercom and Fin bot, to enhance resolution speed, deflect repetitive inquiries, and improve the overall support experience for customers.
  • Collaborate on training and optimizing AI assistants by identifying gaps in automated responses, contributing to prompt refinement, and integrating new product knowledge to continually improve support efficiency and accuracy.

You Have: 

  • Hands-on experience working with customer data platforms, digital analytics, personalization, tag management, data management platforms (DMPs), and/or web-based data and marketing technologies 
  • 4+ years front end development experience, including HTML, CSS, and JavaScript
  • At least 2+ years working in a similar customer support role
  • Excellent written and oral communication skills 
  • Proven capacity to reliably manage a lot of different tasks at once without falling behind or getting flustered
  • A passion and enthusiasm for learning
  • A team-player mentality

It will set you apart from the pack if you:

  • Have a Computer Science or developer background
  • Understand how web services (APIs) can be used to send and retrieve information
  • Have worked in the martech space and/or with enterprise software
  • Have worked in a company with operations in the US and around the world

 

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 including ASICS, Forbes, Heineken, L’Oréal, Mattel, Michelin, Telia Company, and Unilever use BlueConic to create meaningful relationships and drive long-term business impact.

 

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Point of Data Transfer *

When you apply to a job on this site, the personal data contained in your application will be collected by BlueConic, Inc, (“Controller”), which is located at Wijchenseweg 101, 6538 SW Nijmegen, Netherlands and can be contacted by emailing recruiting@blueconic.com. Controller’s data protection officer is Timo van Noppen, who can also be contacted at privacy@blueconic.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

 

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under the standard contractual clauses. You can obtain a copy of the standard contractual clauses by contacting us at privacy@blueconic.com.

 

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.  Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

Voluntary Demographics

Our goal is for BlueConic to be a fun, productive, welcoming, and safe space where BlueCrew members of all races, gender identities, gender expressions, sexual orientations, physical abilities, physical appearances, socioeconomic backgrounds, life experiences, nationalities, ages, religions, and beliefs are empowered to be able to make an outsized impact every day. We are an equal opportunity employer, committed to inclusive hiring practices.

Below is a set of voluntary demographic questions. If you choose to fill them out, the responses will be used (in aggregate only) to help us to measure the effectiveness of our efforts and identify areas for improvement in our process. Your responses, or your choice to not answer, will not be associated with your specific application and will not in any way be used in the hiring decision.

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