Technical Support Engineer II

This is a fully remote position, open to applicants in Costa Rica, +1 more country.

📋 Description

• Address escalated support tickets and independently resolve complex issues.

• Oversee cases from the initial customer inquiry through triage, reproduction, and resolution.

• Create bug reports for the development team's review.

• Achieve or surpass response quality and SLA standards within the ticketing platform and live chat.

• Provide customers with education on product features, functionalities, and best practices.

• Maintain a positive, empathetic, and professional demeanor during customer interactions.

• Collaborate with technical support, sales representatives, and partner account managers.

• Identify inefficiencies in support processes and propose enhancements for productivity and customer satisfaction.

• Train and mentor Technical Support Engineer I team members.

• Manage escalations from Technical Support Engineer I staff.

• Join customer video calls to troubleshoot complex issues in real-time and expedite resolution.

• Gather customer feedback to inform product improvements and updates.

⛳️ Requirements

• Bachelor's or Master's degree in Computer Science or a related discipline, or equivalent experience.

• 3+ years of experience in Support Engineering or Software Engineering.

• In-depth knowledge of consuming RESTful and GraphQL APIs.

• Familiarity with at least one modern JavaScript framework such as Vue.js, React, Next.js, or Nuxt.js and its core principles.

• Proven ability to debug and troubleshoot applications developed with modern JavaScript frameworks (required).

• Comprehensive understanding of JavaScript and its contemporary syntax and features.

• Basic knowledge of HTML and CSS.

• Experience with content management systems (CMS) in general.

• Fluent in English, with outstanding verbal and written communication and interpersonal skills.

• Previous remote working experience.

• Capability to work autonomously with minimal direct supervision.

• Demonstrates AI literacy and the ability to utilize AI tools while exercising sound judgment and critical thinking.

• Well-organized, self-motivated, detail-oriented, proactive, and dedicated to continuous improvement.

• Genuine passion for addressing issues and challenges.

🏝️ Benefits

• Monthly remote work stipend to cover home internet and electricity expenses.

• Home office equipment package provided at the start, including a laptop, keyboard, and monitor.

• Home office equipment upgrades or membership to a local co-working space after onboarding.

• Sick leave benefits.

• Parental leave.

• 25 days of annual leave in addition to local national holidays.

• Personal development fund for courses, books, conferences, and other materials.

• VSOP (Virtual Stock Option Plan).

• Annual international team-building trip.

• Quarterly and monthly online gatherings.

• Flexible scheduling options.

• Remote work opportunities or Storyblok-funded co-working spaces.