Technical Support Engineer II
New
S
StoryblokHeadless CMS
Remote - MexicoFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent in English
- Experience
- 3+ years
- Required Skills
- GraphQLHTMLCSSJavascriptVue.JsNext.jsReactRESTful APIsTechnical support
Requirements
- Bachelor's or Master's degree in Computer Science or related field or equivalent experience.
- 3+ years of Technical Support 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.
- 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; experience with Headless CMS is a plus.
- Fluent in English with excellent verbal and written communication and interpersonal skills.
- Remote working experience.
- Demonstrates AI literacy.
Responsibilities
- Handle escalated support tickets and troubleshoot more challenging issues independently.
- Manage cases throughout the entire support lifecycle 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 representatives, and partner account managers.
- Identify support process inefficiencies and suggest improvements.
- Assist in training and provide mentorship for Technical Support Engineer I.
- Handle customer escalations from Technical Support Engineer I.
- Participate in customer video calls to troubleshoot complex technical issues live.
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