Technical Support Engineer II
New
S
StoryblokHeadless CMS
Costa Rica, ColombiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent in English
- Experience
- 3+ years of Support Engineering, Software Engineering experience.
- Required Skills
- GraphQLHTMLCSSJavascriptVue.JsNext.jsReactRESTful APIs
Requirements
- Bachelor's or Master's degree in Computer Science or equivalent experience.
- 3+ years of Support Engineering or Software 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; 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.
- Demonstrated AI literacy for productivity and decision-making.
- Self-starting, well-organized, and proactive approach to continuous improvement.
Responsibilities
- Handle complex, escalated support tickets and troubleshoot challenging issues independently.
- Manage the complete support lifecycle from initial inquiry and triage to reproduction and bug report creation.
- Meet or exceed response quality and SLA targets within the ticketing platform and live chat.
- Educate customers on product features, functionalities, and best practices.
- Collaborate cross-functionally with tech support, sales, and partner account managers.
- Contribute to process improvements to enhance productivity and user experience.
- Provide mentorship and training to Technical Support Engineer I team members.
- Engage customers via video calls to troubleshoot advanced technical issues in real time.
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