Remote Technical Support Engineer II

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.

Requirements

• Bachelor's or Master's degree in Computer Science or a related field or equivalent experience
• 3+ years of Support Engineering and Software Engineering experience
• Thorough knowledge with consuming RESTful and GraphQL APIs
• Working knowledge of at least one of the modern JavaScript frameworks (e.g., Vue, React, Next, Nuxt, Astro, or Svelte) along with 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, 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

Responsibilities

• 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