About the company
Storyblok is a headless CMS that enables marketers and developers to create with joy and publish with confidence. It empowers you to deliver structured and consistent content everywhere: websites, apps, AI search, and beyond.
Legendary brands like Virgin Media O2, Oatly, and TomTom use Storyblok to make a bigger, faster market impact.
Responsibilities
- Take on more complex tasks and responsibilities (compared to Technical Support Engineer I), including handling escalated support tickets and troubleshooting more challenging issues independently.
- Manage cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team.
- 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 and effectively.
- Contribute to identifying inefficiencies in support processes and suggest improvements to enhance productivity and customer satisfaction.
- Assist in training the Technical Support Engineer I and provide mentorship as needed.
- Handle customer escalations from Technical Support Engineer I, addressing concerns promptly and professionally to ensure customer satisfaction.
- Participate in customer video calls when appropriate to troubleshoot complex technical issues live, helping reduce back-and-forth communication and speed up resolution for high-priority or advanced customer cases.
Requirements
- 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 (required).
- 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 (e.g., via screen sharing or video calls) 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 while also going above and beyond 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 while applying sound judgment and critical thinking.
Conditions
- Monthly remote work stipend (home internet costs, electricity). Home office equipment package right at the start (laptop, keyboard, monitor…).
- Home office equipment upgrade (furniture, ear plugs …) or membership to a local co-working space after your onboarding.
- Sick leave benefit, parental leave and 25 days of annual leave plus your local national holidays.
- Personal development fund for courses, books, conferences, and material.
- VSOP (Virtual Stock Option Plan).
- The annual international team-building trip, quarterly and monthly online get-togethers.
- As a fully remote company, with work-life balance at its core, you’ll enjoy flexible schedules.
- An international team that loves to have fun at work and works hard together to accomplish shared goals.