Technical Support Engineer II - LATAM

Posted 2 months agoViewed

💎 Seniority level: Middle, 3+ years

🔍 Industry: Content Management System (CMS)

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: Software Engineering

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 modern JavaScript frameworks (e.g., Vue, React, Next, Nuxt, Astro, or Svelte).
Thorough knowledge of JavaScript and modern features; experience with Typescript is a plus.
Working knowledge of HTML and CSS.
Experience with CMS; experience with Headless CMS is a plus.
Fluent in English with excellent verbal and written communication skills.
Remote working experience and strong organizational skills.

Take on more complex tasks compared to Technical Support Engineer I, including handling escalated support tickets.
Manage cases throughout the entire support lifecycle from initial customer inquiry to triage and bug report writing.
Meet or exceed customer expectations on response quality and SLA.
Educate customers on product features and best practices.
Collaborate with tech support, sales, and partner account managers to resolve issues.
Contribute to process improvements and mentorship of Technical Support Engineer I.