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Technical Support Engineer II

Posted 2024-11-22

View full description

💎 Seniority level: Middle, 3+ years

🔍 Industry: Content Management Systems (CMS)

🏢 Company: Storyblok

🗣️ Languages: English

⏳ Experience: 3+ years

Requirements:
  • Bachelor's or Master's degree in Computer Science or related field or equivalent experience.
  • 3+ years of Support Engineering or 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 its modern syntax; Typescript experience is a plus.
  • Working knowledge of HTML and CSS.
  • Experience with CMS; Headless CMS experience is a plus.
  • Fluent in English with excellent verbal and written communication skills.
  • Remote working experience.
  • Well-organized, self-starting, and attentive to detail.
  • Proactive approach to tasks with a focus on continuous improvement.
  • Ability to work independently with minimal supervision.
  • Passion for solving issues and challenges.
Responsibilities:
  • Handle complex tasks and escalated support tickets independently.
  • Manage cases from initial inquiry to resolution, creating bug reports for development.
  • Meet or exceed customer expectations on response and service level agreements.
  • Educate customers on product features and best practices.
  • Maintain a professional attitude in all interactions.
  • Collaborate with cross-functional teams to resolve issues efficiently.
  • Identify and suggest improvements in support processes.
  • Assist in training and mentoring Technical Support Engineer I.
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🔥 Technical Support Engineer II - LATAM
Posted 2024-11-15

🔍 Content Management Systems

  • Bachelor's or Master's degree in Computer Science or related field or equivalent experience.
  • 3+ years of Support Engineering and Software Engineering experience.
  • Thorough knowledge of consuming RESTful and GraphQL APIs.
  • Working knowledge of at least one modern JavaScript framework (e.g., Vue, React, Next).
  • Thorough knowledge of JavaScript and modern syntax; TypeScript is a plus.
  • Working knowledge of HTML and CSS.
  • Experience with CMS, especially Headless CMS is a plus.
  • Fluent in English with excellent communication skills.
  • Remote working experience.
  • Well-organized with a strong work ethic.

  • Take on complex tasks and responsibilities, handling escalated support tickets independently.
  • Manage cases throughout the support lifecycle from initial customer inquiry to resolution and bug reporting.
  • Meet or exceed customer expectations on response quality and SLA.
  • Educate customers on product features and best practices.
  • Collaborate with tech support, sales, and account managers for efficient issue resolution.
  • Identify inefficiencies in support processes and suggest improvements.
  • Assist in training Technical Support Engineer I and provide mentorship.
Posted 2024-11-15
Apply

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