Technical Support Engineer Ii

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. Furthermore, 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. Benefits and Perks Monthly remote work stipend (home internet costs, electricity) Home office equipment package at the start (laptop, keyboard, monitor) and an upgrade 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, work‑life balance at its core Essential Job Functions Handle escalated support tickets and troubleshoot 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 modern JavaScript framework (Vue, React, Next, Nuxt, Astro, or Svelte) and 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, an excellent work ethic, and pays attention to detail A proactive approach to day‑to‑day tasks and continuous improvement as a core driving principle 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. #J-18808-Ljbffr