[Hiring] Technical Support Engineer II @Storyblok

Role Description

Join Storyblok's Support team as a Technical Support Engineer II, where you'll excel in handling escalated tickets and troubleshooting intricate issues independently. With your deep understanding of Content Management Systems (CMS) and web technologies, you'll provide expert assistance to clients, ensuring seamless experiences and resolving challenges with precision.

• Manage cases from inception to resolution, prioritizing timely responses and exceeding customer expectations.
• Collaborate closely with cross-functional teams, including tech support, sales, and partner account managers, to streamline processes and drive efficiency.
• Guide product improvements and updates based on customer feedback.
• Engage customers directly via video calls to troubleshoot technical issues in real time.
• Mentor and train Technical Support Engineer I, fostering their growth and development within the team.

Qualifications

• Bachelor's or Master's degree in Computer Science or a related field or equivalent experience.
• 3+ years of Support Engineering, Software 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; experience with Typescript is a plus.
• 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.
• Experience troubleshooting complex technical issues in real time with customers or internal stakeholders is a plus.
• Remote working experience.
• Well-organized, self-starting, has excellent work ethic, and pays attention to detail.
• A proactive approach to day-to-day tasks with continuous improvement as a core driving principle.
• Ability to work independently with little direct supervision.
• Real passion for solving issues and challenges.
• Demonstrates AI literacy, with the ability to leverage AI tools to enhance productivity, decision-making, and quality of work.

Requirements

• Take on more complex tasks and responsibilities, including handling escalated support tickets.
• Manage cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction.
• Meet or exceed customer expectations on response quality and SLA within our ticketing platform and live chat.
• Educate customers on product features, functionalities, and best practices.
• Maintain a positive, empathetic, and professional attitude in all customer interactions.
• Collaborate with tech support, sales representatives, and partner account managers to resolve issues efficiently.
• Contribute to identifying inefficiencies in support processes and suggest improvements.
• Assist in training the Technical Support Engineer I and provide mentorship as needed.
• Handle customer escalations from Technical Support Engineer I, addressing concerns promptly.
• Participate in customer video calls to troubleshoot complex technical issues live.

Benefits

• Monthly remote work stipend (home internet costs, electricity).
• Home office equipment package right at the start (laptop, keyboard, monitor…).
• Home office equipment upgrade or membership to a local co-working space after onboarding.
• Sick leave benefit, parental leave, and 25 days of annual leave plus local national holidays.
• Personal development fund for courses, books, conferences, and material.
• The annual international team-building trip, quarterly and monthly online get-togethers.
• Flexible schedules as a fully remote company with work-life balance at its core.
• An international team that loves to have fun at work and works hard together.