Technical Support Engineer II - Costa Rica, Colombia, Mexico

The role

You will handle escalated tickets and troubleshoot complex issues independently. You will manage the full support lifecycle, collaborate with cross-functional teams, and mentor Technical Support Engineer I staff.

What you will do

• Handle escalated support tickets and troubleshoot challenging issues independently
• Manage cases from initial inquiry to triage and reproduction
• Write bug reports for hand-off to the development team
• Meet or exceed customer expectations on response quality and SLA
• Educate customers on product features, functionalities, and best practices
• Collaborate with tech support, sales, and partner account managers
• Identify inefficiencies in support processes and suggest improvements
• Assist in training and providing mentorship to Technical Support Engineer I
• Handle customer escalations from Technical Support Engineer I
• Participate in customer video calls to troubleshoot complex technical issues live

Required 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 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
• 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
• Well-organized, self-starting, has excellent work ethic, and pays attention to detail
• Demonstrates AI literacy

Nice to have

• Experience with Typescript
• Experience with Headless CMS
• Experience troubleshooting complex technical issues in real time with customers or internal stakeholders

Benefits

• Monthly remote work stipend (home internet costs, electricity)
• Home office equipment package (laptop, keyboard, monitor)
• Home office equipment upgrade (furniture, ear plugs) or membership to a local co-working space
• Sick leave benefit
• Parental leave
• 25 days of annual leave plus local national holidays
• Personal development fund for courses, books, conferences, and material
• Annual international team-building trip
• Quarterly and monthly online get-togethers

About the company

Storyblok is a headless CMS that enables marketers and developers to create and publish content. Legendary brands like Virgin Media O2, Oatly, and TomTom use Storyblok.