Technical Support Engineer II

🕒 August 28

🌐 Costa Rica, Colombia, +1 more countries – Remote

🇨🇷 Costa Rica – Remote 🇨🇴 Colombia – Remote 🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Storyblok

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

☁️ SaaS

🤝 B2B

🔌 API

SaaS • B2B • API

Storyblok is a leading headless content management system (CMS) company, providing a powerful and flexible platform for developers and marketers to create, manage, and optimize digital content across multiple channels. Recognized as a top enterprise headless CMS, Storyblok enables seamless content delivery and management for various industries including retail, technology, finance, and education. The platform supports a range of technologies such as Vue, Nuxt, Next. js, and React, empowering users to achieve faster development times and enhanced digital experiences. Trusted by companies like Tesla, Nissan, and Oatly, Storyblok offers robust API integrations and developer tools to streamline content operations and drive significant ROI for businesses worldwide.

📋 Description

• Handle escalated support tickets and troubleshoot complex issues independently • Manage cases from initial customer inquiry through triage and reproduction • Write bug reports for hand-off to the development team • Meet or exceed response quality and SLA expectations in the ticketing platform and live chat • Educate customers on product features, functionality, and best practices • Maintain positive, empathetic, and professional customer interactions • Collaborate with tech support, sales representatives, and partner account managers • Identify support-process inefficiencies and suggest improvements • Train and mentor Technical Support Engineer I team members • Handle customer escalations promptly and professionally • Participate in customer video calls to troubleshoot complex, high-priority, or advanced issues in real time • Guide product improvements and updates based on customer feedback

🎯 Requirements

• 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 such as Vue.js, React, Next.js, or Nuxt.js • Ability to debug and troubleshoot applications built with modern JavaScript frameworks (required) • Thorough knowledge of JavaScript and its modern syntax and features • Working knowledge of HTML and CSS • Experience with CMS in general • Fluent in English with excellent verbal and written communication and interpersonal skills • Remote working experience • Ability to work independently with little direct supervision • Demonstrates AI literacy and ability to leverage AI tools while applying sound judgment and critical thinking • Experience with TypeScript is a plus • Experience with Headless CMS is a plus • Experience troubleshooting complex technical issues with customers or internal stakeholders via screen sharing or video calls is a plus • Well-organized, self-starting, detail-oriented, and proactive

🏖️ Benefits

• Monthly remote work stipend for home internet costs and electricity • Home office equipment package including laptop, keyboard, and monitor • Home office equipment upgrade or membership to a local co-working space after onboarding • Sick leave benefit • Parental leave • 25 days of annual leave plus local national holidays • Personal development fund for courses, books, conferences, and materials • Annual international team-building trip • Quarterly and monthly online get-togethers • Flexible schedules • Remote work opportunity or Storyblok-funded co-working space