Technical Support Engineer Ii

Overview 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. Join us at Storyblok, where your contributions will shape the future of our support ecosystem and directly impact our continued growth and success. What\'s in it for you / 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 holidays Personal development fund for courses, books, conferences, and material VSOP (Virtual Stock Option Plan) The annual international team-building trip, quarterly and monthly online get-togethers Flexible schedules as a fully remote company with work-life balance at its core International team that collaborates to achieve shared goals Essential job functions Take on more complex tasks and responsibilities (compared to Technical Support Engineer I), including handling escalated tickets and troubleshooting more challenging issues independently. Manage cases throughout the entire 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 the 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. Qualifications 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 (e.g., Vue, React, Next, Nuxt, Astro, or Svelte) and its fundamentals. 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, with excellent work ethic and attention to detail. Proactive approach to day-to-day tasks and continuous improvement as a core principle. Ability to work independently with minimal supervision. Passion for solving issues and challenges. Remote Work / Terms 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 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). Here is a sneak peek of Storyblok\'s Visual Editor. If you need an accommodation for any part of the application process, please email ****** #J-18808-Ljbffr