Technical Support Engineer II — Remote (LATAM)

Storyblok GmbH; Colombia; Remote; MXN 480,000 - 720,000; Full time

Benefits offered by this job

Monthly remote work stipend (home 인터넷)

Home office equipment package

Sick leave and 25 days of annual leave

Personal development fund

Annual international team-building

Flexible schedules

International team culture

Job summary

Storyblok GmbH is seeking a Technical Support Engineer II to handle escalated tickets and troubleshoot complex issues across CMS and web technologies. You will manage cases end-to-end, collaborate with sales, tech support, and partner managers, and help drive product improvements based on customer feedback.

You will mentor a junior engineer, participate in customer video calls for high-priority cases, and contribute to process improvements to boost productivity and customer satisfaction.

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 and their fundamental principles.
• Ability to debug and troubleshoot applications built with modern JavaScript frameworks.

Responsibilities

• Handle escalated support tickets and troubleshoot complex issues independently.
• Manage cases from inquiry to triage and reproduction, write bug reports for hand-off to dev team.
• Meet or exceed customer expectations on response quality and SLA in ticketing platform and live chat.
• Educate customers on product features and best practices.
• Collaborate with cross-functional teams to resolve issues efficiently.
• Mentor and train Technical Support Engineer I.

Skills

REST/GraphQL

JavaScript/TypeScript

Vue.js/React/Nuxt/Next

HTML/CSS

English fluency

Education

CS degree or related field or equivalent experience

3+ years in Support/Software Engineering

Tools

Vue.js

React

Next.js/Nuxt.js

Job description

Storyblok GmbH is seeking a Technical Support Engineer II to handle escalated tickets and troubleshoot complex issues across CMS and web technologies. You will manage cases end-to-end, collaborate with sales, tech support, and partner managers, and help drive product improvements based on customer feedback.

You will mentor a junior engineer, participate in customer video calls for high-priority cases, and contribute to process improvements to boost productivity and customer satisfaction.