Technical Support Engineer II
New
S
StoryblokHeadless CMS
Remote - Thailand/Vietnam/IndonesiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- GraphQLHTMLCSSJavascriptVue.JsNext.jsReactRESTful APIs
Requirements
- Bachelor's or Master's degree in Computer Science or equivalent experience.
- 3+ years of Technical Support Engineering experience.
- Thorough knowledge of consuming RESTful and GraphQL APIs.
- Working knowledge of at least one modern JavaScript framework (Vue.js, React, Next.js, or Nuxt.js).
- Ability to debug and troubleshoot applications built with modern JavaScript frameworks.
- Thorough knowledge of JavaScript and modern syntax.
- Working knowledge of HTML and CSS.
- General experience with CMS; Headless CMS experience is a plus.
- Fluent in English with excellent verbal and written communication skills.
- Demonstrated AI literacy and ability to use AI tools for productivity.
- Experience with remote work.
Responsibilities
- Handle escalated support tickets and troubleshoot complex issues independently.
- Manage cases through the entire support lifecycle including triage and bug reporting.
- Meet or exceed customer expectations on response quality and SLAs.
- Educate customers on product features, functionalities, and best practices.
- Collaborate with tech support, sales, and partner account managers.
- Identify support process inefficiencies and suggest improvements.
- Mentor and train Technical Support Engineer I staff.
- Conduct troubleshooting via video calls for high-priority or complex cases.
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