Technical Support Engineer Ii

Technical Support Engineer II (Latam) Join Storyblok's Support team as a Technical Support Engineer II, where you will excel in handling escalated tickets and troubleshooting intricate issues independently. With your deep understanding of CMS and web technologies, you will provide expert assistance to clients, ensuring seamless experiences and resolving challenges with precision. Your role extends beyond issue resolution; you will manage cases from inception to resolution, prioritizing timely responses and exceeding customer expectations. Collaborating closely with cross‑functional teams will streamline processes and drive efficiency to enhance overall customer satisfaction. Your expertise will guide product improvements and updates based on customer feedback, and you will actively contribute to identifying inefficiencies in support processes and suggesting enhancements to boost productivity. In addition, you will mentor and train Technical Support Engineer I, fostering their growth within the team. Benefits and Perks Monthly remote work stipend (home internet costs, electricity). Home office equipment package at the start (laptop, keyboard, monitor) and upgrades 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 focused on work‑life balance. Essential Job Functions Handle escalated support tickets and troubleshoot more challenging issues independently. Manage cases throughout the entire support lifecycle from initial inquiry to triage and reproduction, including 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 the 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. Education and Experience Bachelor's or Master's degree in Computer Science, or a related field, or equivalent experience. 3+ years of Support Engineering or Software Engineering experience. Thorough knowledge of consuming RESTful and GraphQL APIs. Working knowledge of at least one modern JavaScript framework (Vue, React, Next, Nuxt, Astro, or Svelte) and its fundamentals. 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; headless CMS experience is a plus. Fluent in English with excellent verbal and written communication and interpersonal skills. Remote working experience. Well‑organized, self‑starting, with an excellent work ethic and attention to detail. Proactive approach to day‑to‑day tasks, 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. Mental, Physical and Environmental Requirements Remote (home) work opportunity or funded by Storyblok co‑working space. Ability to work independently with little direct supervision. Real passion for solving issues and challenges. 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). If you need an accommodation for any part of the application process, please email ******. #J-18808-Ljbffr