Technical Support Engineer II

Summary

Join Storyblok's Support team as a Technical Support Engineer II and handle escalated tickets, troubleshoot complex issues independently, and provide expert assistance to clients. You will manage cases from start to finish, prioritizing timely responses and exceeding customer expectations. Collaborate with cross-functional teams to streamline processes and enhance customer satisfaction. Your expertise will guide product improvements based on customer feedback, and you'll contribute to identifying and suggesting process enhancements. You will also mentor and train Technical Support Engineer I. Storyblok offers a remote-first work environment with various benefits, including a monthly remote work stipend, home office equipment, paid time off, a personal development fund, and an annual international team-building trip.

Requirements

• 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 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
• 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-organised, 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

Preferred Qualifications

• Experience with Typescript is a plus
• Experience with Headless CMS is a plus

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
• VSOP (Virtual Stock Option Plan)
• 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
• Remote (home) work opportunity or funded by Storyblok co-working space