Technical Solutions Specialist

hace 2 meses


Alajuela, Alajuela, Costa Rica Storyblok A tiempo completo

At Storyblok, we're on a mission to empower people and businesses to build sustainable and reliable projects faster. As a fast-growing company, we're looking for a skilled Technical Support Engineer to join our team.

This 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.

**KEY RESPONSIBILITIES**

- Take on more complex tasks and responsibilities, including handling escalated support tickets and troubleshooting 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.

- 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 junior Support Engineers and provide mentorship as needed.

**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 (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.

**WHAT WE OFFER**

- A dynamic and fast-paced work environment with a flat hierarchy.

- Opportunities for personal career advancement and professional growth.

- A comprehensive benefits package, including a remote work stipend, home office equipment, and a VSOP plan.

- A chance to contribute to the development of a cutting-edge headless CMS platform.

- A collaborative and supportive team culture.



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