Technical Support Engineer II - Costa Rica, Colombia

storyblok
Costa Rica, Colombia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Empathetic customer service","Attention to detail","Independent work"]

Join the Support team to handle escalated tickets and independently troubleshoot complex issues across Storyblok’s headless CMS and web-facing technologies. You’ll manage cases end-to-end, triage and reproduce problems, maintain SLA and ticket/live-chat quality, and educate customers on product best practices. Collaborate with tech support, sales, and partner teams to improve resolution efficiency and contribute feedback that drives product updates, while mentoring Support Engineer I.

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storyblok
storyblok
1 week ago

Technical Support Engineer II - Costa Rica, Colombia

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Join the Support team to handle escalated tickets and independently troubleshoot complex issues across Storyblok’s headless CMS and web-facing technologies. You’ll manage cases end-to-end, triage and reproduce problems, maintain SLA and ticket/live-chat quality, and educate customers on product best practices. Collaborate with tech support, sales, and partner teams to improve resolution efficiency and contribute feedback that drives product updates, while mentoring Support Engineer I.
Location: Costa Rica, Colombia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Handle more complex escalated support tickets and independently troubleshoot challenging issues.
  • •Manage cases through the full support lifecycle: inquiry, triage, reproduction, and bug reports for development hand-off.
  • •Meet or exceed customer response quality and SLA in the ticketing platform and live chat.
  • •Educate customers on product features, functionality, and best practices while maintaining a positive, professional attitude.
  • •Collaborate with tech support, sales, and partner account managers; identify support-process inefficiencies and mentor Support Engineer I; participate in customer video calls for complex scenarios.

Pay and Benefits

Equity and Bonus:Equity
Perks:Remote WorkPaid LeaveParental LeaveAnnual LeaveLearning BudgetEquity

Key Requirements

  • •Bachelor's or Master's degree in Computer Science or related field, or equivalent experience.
  • •3+ years in Support Engineering or Software Engineering.
  • •Thorough knowledge of consuming RESTful and GraphQL APIs.
  • •Working knowledge of modern JavaScript frameworks such as Vue.js, React, Next.js, or Nuxt.js and ability to debug/troubleshoot apps built with them.
  • •Working knowledge of JavaScript/modern syntax; experience with TypeScript is a plus, plus familiarity with HTML and CSS.
Experience:3+ yearsSupport engineeringSoftware engineeringCMSHeadless CMS
Education:Bachelor's in Computer Science
Skills:CommunicationProblem-solvingEmpathetic customer serviceAttention to detailIndependent work
Languages:English
Tech Stack:RESTGraphQLJavaScriptTypeScriptVue.jsReactNext.jsNuxt.jsHTMLCSS

Company Brief

storyblok
Provides a headless CMS with a visual editor and component-based content management, enabling developers and marketers to build, manage, and deliver content across websites and digital channels via APIs.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series A
Headquarters: Linz, Austria
Founded: 2017
WebsiteLinkedIn