Technical Support Engineer Ii

Overview Technical Support Engineer II (Latam) — Join Storyblok's Support team as a Technical Support Engineer II, where you will handle escalated tickets and troubleshoot 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—including tech support, sales, and partner account managers—you will streamline processes and drive efficiency to enhance overall customer satisfaction. Guiding product improvements and updates based on customer feedback and mentoring junior engineers will be additional key responsibilities. Essential Job Functions Handle escalated support tickets and troubleshoot challenging issues independently. Manage cases throughout the support lifecycle from initial 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 the Junior Technical Support Engineer I and provide mentorship as needed. Education and Experience Bachelor's or Master's degree in Computer Science or a 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 (Vue, React, Next, Nuxt, Astro, or Svelte) along with 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 a culture that balances work life. Company Overview Storyblok is an enterprise-ready headless CMS that empowers developers and marketers to bring ideas to market faster. Storyblok frees you from the pain of legacy CMS platforms and empowers your teams to ship content quickly and build with complete flexibility. General Terms Storyblok is committed to diversity and inclusion. We strive to create a hiring environment where all people feel equally respected and valued, irrespective of gender identity or expression, sexual orientation, ethnicity, age, religion, citizenship, or any other characteristic. For accessibility accommodations during the application process, please email ******. All communications regarding job opportunities will come from an official Storyblok employee with an email address ending in @storyblok.com. Seniority Level Mid-Senior level Employment Type Full-time Job Function Information Technology Industries Research Services #J-18808-Ljbffr