Remote Senior Technical Support Engineer for CMS & APIs

Storyblok GmbH; Linz; Remote; EUR 52,000 - 78,000; Full time

Benefits offered by this job

Remote stipend and home office setup

Sick leave and parental leave

25 days annual leave

Job summary

Storyblok GmbH is seeking an experienced Technical Support Engineer II to handle escalated tickets and troubleshooting for a fast-growing, fully remote team. You will apply deep CMS and web tech knowledge to ensure seamless client experiences and drive customer satisfaction.

You will manage end-to-end cases, collaborate with sales, tech support, and partner managers, and contribute to product improvements based on feedback.

Qualifications

• Bachelor's or Master's in CS or related field.
• 3+ years in Support Engineering or Software Engineering.
• Experience consuming RESTful and GraphQL APIs.
• Proficient in modern JS frameworks: Vue/React/Next/Nuxt.
• Ability to debug and troubleshoot apps built with modern JS frameworks.
• Strong knowledge of JavaScript and modern syntax; TypeScript a plus.
• HTML and CSS understanding.
• Experience with CMS; Headless CMS a plus.
• Fluent English with strong communication skills.
• Experience troubleshooting real-time issues with customers or stakeholders.
• Remote working experience.
• Well-organized, self-starting, detail-oriented.
• Proactive with continuous improvement.
• Ability to work independently with minimal supervision.
• Passion for solving issues and challenges.
• AI literacy to leverage AI tools for productivity.

Responsibilities

• Handle escalated tickets and troubleshoot complex issues independently.
• Manage cases from inquiry to triage, reproduction, and bug report hand-off to dev team.
• Meet or exceed SLA and provide high-quality responses in ticketing and live chat.
• Educate customers on product features, functionalities, and best practices.
• Mentor and train the Technical Support Engineer I.
• Collaborate with cross-functional teams to resolve issues efficiently.
• Identify inefficiencies in support processes and suggest improvements.
• Engage customers via video calls for complex, high-impact cases.

Skills

RESTful APIs

GraphQL APIs

JavaScript

HTML/CSS

English fluency

Remote work

Troubleshooting

Software debugging

AI literacy

Education

Bachelor's or Master's degree in Computer Science or related field

Job description

Storyblok GmbH is seeking an experienced Technical Support Engineer II to handle escalated tickets and troubleshooting for a fast-growing, fully remote team. You will apply deep CMS and web tech knowledge to ensure seamless client experiences and drive customer satisfaction.

You will manage end-to-end cases, collaborate with sales, tech support, and partner managers, and contribute to product improvements based on feedback.