Technical Support Engineer Ii

Job Summary Join Storyblok’s Support team as a Technical Support Engineer II (LATAM), where you’ll handle escalated tickets, troubleshoot intricate issues independently, and guide product improvements based on customer feedback. Responsibilities Take on complex tasks, including handling escalated support tickets and troubleshooting more challenging issues independently. Manage cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team. Meet or exceed customer expectations on response quality and SLA within our ticketing platform and live chat. Educate customers on product features, functionalities, and best practices. Maintain a positive, empathetic, and professional attitude in all customer interactions. Collaborate with tech support, sales representatives, and partner account managers to resolve issues efficiently and effectively. Contribute to identifying inefficiencies in support processes and suggest improvements to enhance productivity and customer satisfaction. Assist in training Technical Support Engineer I and provide mentorship as needed. Handle customer escalations from Technical Support Engineer I, addressing concerns promptly and professionally to ensure customer satisfaction. Qualifications Bachelor’s or Master’s degree in Computer Science or related field or equivalent experience. 3+ years of Support Engineering, Software Engineering experience. Thorough knowledge of consuming RESTful and GraphQL APIs. Working knowledge of at least one modern JavaScript framework (e.g., Vue, React, Next, Nuxt, Astro, or Svelte) and its fundamental principles. Thorough knowledge of JavaScript and modern syntax and features. Experience with TypeScript is a plus. Working knowledge of HTML and CSS. Experience with CMS in general; experience with Headless CMS is a plus. Fluent in English with excellent verbal and written communication and interpersonal skills. Remote working experience. Well‑organized, self‑starting, has excellent work ethic, and pays attention to detail. Proactive approach to day‑to‑day tasks while also going above and beyond with continuous improvement as a core driving principle. Ability to work independently with little direct supervision. Real passion for solving issues and challenges. Benefits Monthly remote work stipend (home internet costs, electricity). Home office equipment package right at the start (laptop, keyboard, monitor…). Home office equipment upgrade (furniture, ear plugs…) or membership to a local co‑working space after onboarding. Sick leave benefit, parental leave and 25 days of annual leave plus local national holidays. Personal development fund for courses, books, conferences, and material. VSOP (Virtual Stock Option Plan). Annual international team‑building trip, quarterly and monthly online get‑togethers. Fully remote company with flexible schedules and work‑life balance at its core. International team that loves to have fun at work and works hard together to accomplish shared goals. General Terms Storyblok has a commitment to diversity and inclusion. We strive to create a hiring environment in which all people feel they are equally respected and valued, irrespective of gender identity or expression, sexual orientation, ethnicity, age, religion, citizenship or any other characteristic. All communications regarding job opportunities at Storyblok will come from an official Storyblok employee with an email address ending in @storyblok.com. We will never redirect you to another portal or another site that is unrelated to our domain (storyblok.com). #J-18808-Ljbffr