Technical Support Engineer II - Costa Rica, Colombia
Storyblok is a headless CMS that enables marketers and developers to create with joy and publish with confidence. It empowers you to deliver structured and consistent content everywhere: websites, apps, AI search, and beyond.
Legendary brands like Virgin Media O2, Oatly, and TomTom use Storyblok to make a bigger, faster market impact.
WHAT IS IN IT FOR YOU
You will be joining a growing company where you can contribute to many “firsts”. Plus these 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 your onboarding
- Sick leave benefit, parental leave and 25 days of annual leave plus your local national holidays
- Personal development fund for courses, books, conferences, and material
- The annual international team-building trip, quarterly and monthly online get-togethers
- As a fully remote company, with work-life balance at its core, you’ll enjoy flexible schedules
- An 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.
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.
To support more complex, high-impact customer scenarios, you may also engage customers directly via video calls to troubleshoot technical issues in real time and accelerate resolution, particularly in advanced or enterprise-level cases.
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.
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.
- Participate in customer video calls when appropriate to troubleshoot complex technical issues live, helping reduce back-and-forth communication and speed up resolution for high-priority or advanced customer cases.
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 with consuming RESTful and GraphQL APIs.
- Working knowledge of at least one modern JavaScript framework such as Vue.js, React, Next.js, or Nuxt.js and their fundamental principles.
- Ability to debug and troubleshoot applications built with modern JavaScript frameworks (required).
- 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.
- Experience troubleshooting complex technical issues in real time with customers or internal stakeholders (e.g., via screen sharing or video calls) is a plus.
- Remote working experience.
- Well-organized, self-starting, has excellent work ethic, and pays attention to detail.
- A 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.
- Demonstrates AI literacy, with the ability to leverage AI tools to enhance productivity, decision-making, and quality of work while applying sound judgment and critical thinking.
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 ().
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If you need an accommodation for any part of the application process, please email talent.acquisition@storyblok.com
Skills
As published by greenhouse · 10 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
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- Where did you hear about this role/Storyblok?
- We have a fair and equitable compensation philosophy, where we always take into account your experience, seniority, and location. With that in mind, could you please share your salary expectations for this role? Kindly provide the amount in one of the following currencies: EUR, USD, or GBP.
- We are a fully-remote team in more than 40 countries, some of us are digital nomads - What location (country, city) will you work from? (i.e.: where you are a legal resident and pay taxes)
- Will you need employer visa sponsorship and assistance now or in the future? Unfortunately, Storyblok does not sponsor employee visas at this time.
- What is your notice period/availability to join?
- As an employer focused on diverse and inclusive hiring and as established in the UN Convention on the Rights of Persons with disabilities (CRPD), March 2007, we do not discriminate against any disability or disabilities. If you’d rather not disclose any disability, you don’t have to, but are there any accommodations that you would like us to make in the event of a virtual interview?
- As part of our recruitment process, we conduct background checks for all positions and, for certain roles, reference checks — always in compliance with local laws. Would you be willing to undergo these checks and provide the necessary contact details and information for reference checks if required?
- Do you have any personal or professional connections to current employees at Storyblok?
- What is the nature of your relationship with this individual?