Technical Support Engineer
hace 7 meses
From the start, we have seen unbelievable growth in community and usage on a global scale, empowering people and companies in 131 countries to build sustainable and reliable projects faster.
As a company, we've grown 156% in the last year from 92 to 236 employees, across 45+ countries. We secured our Series B funding of $47 million last year in the month of May, totalling to $58 million so far.
With that said, there's plenty of room for personal career advancements. It might come faster than you think.
We are a fast growing team with a flat hierarchy. This means we promise you will have lots of autonomy and accessibility on meaty projects. Hopefully, this is your idea of career progression.
Many companies talk at length about their company, we will let the results speak for themselves.
Yes, we are fast-paced, and our team is passionate and driven to become the de facto standard in headless CMS. If you want to influence the future of Storyblok, and how businesses manage their content, join us.
**WHAT IS IN IT FOR YOU**
You will be joining a growing company where you can contribute to many "firsts". Plus these benefits:
- 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
Join Storyblok's Support team as a **Technical Support Engineer II**, where you'll excel in handling escalated tickets and troubleshooting intricate issues independently. With your deep understanding of Content Management Systems (CMS) and web technologies, you'll provide expert assistance to clients, ensuring seamless experiences and resolving challenges with precision.
Your role extends beyond issue resolution; you'll manage cases from inception to resolution, prioritizing timely responses and exceeding customer expectations. Collaborating closely with cross-functional teams, including tech support, sales, and partner account managers, you'll streamline processes and drive efficiency to enhance overall customer satisfaction. Furthermore, your expertise will be pivotal in guiding product improvements and updates based on customer feedback. You'll actively contribute to identifying inefficiencies in support processes and suggesting enhancements to boost productivity and elevate the user experience.
In addition to your technical prowess, you'll play a crucial role in mentoring and training Technical Support Engineer I, fostering their growth and development within the team. Join us at Storyblok, where your contributions will shape the future of our support ecosystem and directly impact our continued growth and success.
**ESSENTIAL JOB FUNCTIONS**
- 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.
**EDUCATION AND EXPERIENCE**
- 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 of the modern JavaScript frameworks (e.g., Vue, React, Next, Nuxt, Astro, or Svelte) along with its fundamental principles.
- Thorough knowledge of JavaScript and its modern syntax and features. Experience with Typescript is a plus.
- Working knowledge of HTML and CSS.
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