TL;DR
Technical Support Engineer II (CMS): Managing escalated tickets and resolving complex technical issues for a headless CMS platform with an accent on RESTful/GraphQL API integration and JavaScript framework troubleshooting. Focus on driving product improvements, mentoring junior team members, and providing high-quality support through ticketing and live video calls.
Location: Must be based in Costa Rica
Company
Storyblok is a headless CMS providing a visual editing platform for marketers and developers to deliver structured content across various digital channels.
What you will do
- Handle escalated support tickets and troubleshoot complex technical issues independently.
- Manage cases from triage to bug report creation for development teams.
- Educate customers on product features, functionalities, and best practices.
- Collaborate with cross-functional teams including sales and partner account managers.
- Conduct live troubleshooting sessions with customers via video calls for high-priority cases.
- Mentor and train Technical Support Engineer I team members.
Requirements
- 3+ years of experience in Support Engineering or Software Engineering.
- Thorough knowledge of consuming RESTful and GraphQL APIs.
- Experience with at least one modern JavaScript framework such as Vue.js, React, Next.js, or Nuxt.js.
- Fluent in English with excellent communication and interpersonal skills.
- Must be based in Costa Rica.
- Proficiency in JavaScript, HTML, and CSS.
Nice to have
- Experience with TypeScript.
- Prior experience with Headless CMS platforms.
- Proven ability to troubleshoot technical issues in real-time.
Culture & Benefits
- Flexible schedules in a fully remote environment.
- Home office setup including equipment package and monthly remote work stipend.
- 25 days of annual leave plus local national holidays.
- Personal development fund for learning materials and conferences.
- Virtual Stock Option Plan (VSOP).
- Annual international team-building trip and regular online gatherings.