Technical Support Engineer Ii

Technical Support Engineer II (Latam) About Storyblok Storyblok is the enterprise‑ready headless CMS that empowers developers and marketers to bring ideas to market faster. It supports the entire content lifecycle—from creation and management to delivery—streamlining workflows, boosting productivity, and ensuring exceptional performance and accessibility. Storyblok frees you from the pain of legacy CMS platforms and empowers your teams to ship content quickly and build with complete flexibility. Designed for global scalability and secure collaboration, Storyblok enables teams to deliver seamless, engaging digital experiences at scale. Trusted by leading brands like Oatly, Virgin Media O2, Deliveroo, Renault, and Education First, Storyblok helps businesses of all sizes unlock new opportunities, channels, and markets—delivering a bigger, faster market impact. Benefits Monthly remote work stipend (home internet costs, electricity). Home office equipment package at the start (laptop, keyboard, monitor, etc.). Home office equipment upgrades (furniture, ear plugs, etc.) 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. Flexible schedules with a work‑life balance at its core. International team that loves to have fun at work and works hard together to accomplish shared goals. Job Summary Join Storyblok's Support team as a Technical Support Engineer II, where you'll excel in handling escalated tickets and troubleshooting intricate issues independently. With your deep understanding of Content Management Systems (CMS) and web technologies, you'll provide expert assistance to clients, ensuring seamless experiences and resolving challenges with precision. Your role extends beyond issue resolution; you'll 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’ll streamline processes and drive efficiency to enhance overall customer satisfaction. Moreover, your expertise will be pivotal in guiding product improvements and updates based on customer feedback. You’ll actively contribute to identifying inefficiencies in support processes and suggesting enhancements to boost productivity and elevate the user experience. In addition to your technical prowess, you'll play a crucial role in mentoring and training Technical Support Engineer I, fostering their growth and development within the team. Essential Job Functions Take on more complex tasks and responsibilities (compared to Technical Support Engineer I), 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 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 of the modern JavaScript frameworks (e.g., Vue, React, Next, Nuxt, Astro, or Svelte) along with its fundamental principles. Thorough knowledge of JavaScript and its 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. Mental, Physical and Environmental Requirements Remote (home) work opportunity or funded by Storyblok co‑working space. 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. You can find more information about our privacy policy here. 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). Contact Information Remote position based in Buenos Aires, Argentina. #J-18808-Ljbffr