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Storyblok • Remote

Technical Support Engineer II - LATAM

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top 3 scores:
96%

Location flexibility

91%

Hours flexibility

90%

Role modelling

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Job Description

Established in 2017, Storyblok has rapidly ascended to the forefront of the global headless CMS landscape. Our vision is to “pioneer the future of content management, removing barriers between developer and marketing teams by offering an intuitive, scalable, and intelligent platform to deliver digital experiences from idea to success”.

Our team is made up of smart, passionate individuals who excel in their work. People who are comfortable taking on big ideas and figuring out the details along the way. With a dynamic team of over 220+ passionate individuals spanning 45+ countries, we're not just breaking boundaries; we're redefining them!

Our recent $80m Series C funding round, secured in June 2024, marked a crucial milestone for us. It has fueled our remarkable growth in the US market and accelerated our ongoing expansion and advancements across EMEA.

We're proud recipients of numerous awards, including recognition in G2's 2024 Best Software Awards. As a remote-first company, we have been officially recognized as one of the top 100 most flexible places to work, ranking #3 in the scale-up category as per Flexa Careers.

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 and 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.
  • Experience with CMS in general; experience with Headless CMS is a plus.
  • Fluent in English with excellent verbal and written communication and interpersonal skills.
  • 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.

MENTAL, PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

Remote (home) work opportunity or funded by Storyblok co-working space

GENERAL TERMS

Storyblok has a commitment to diversity and inclusion. We strive to create a hiring environment in which all people feel they are equally respected and valued, irrespective of gender identity or expression, sexual orientation, ethnicity, age, religion, citizenship or any other characteristic. You can find more information about our privacy policy here.

All communications regarding job opportunities at Storyblok will come from an official Storyblok employee with an email address ending in @storyblok.com. We will never redirect you to another portal or another site that is unrelated to our domain (storyblok.com).

Here is a sneak peek of Storyblok’s Visual Editor

Company benefits

Enhanced maternity leave
Enhanced paternity leave
Home office set up
Co-working space allowance – @Regus or a local one
Flexible working week
Travel insurance
25 days annual leave + bank holidays
Share options
Teambuilding holidays
Personal development budgets – 1200€/year
Employee assistance programme
Financial coaching
Company wide holidays/offsites
Teambuilding days
L&D budget – internal and external trainings
Mental health platform access
Carer’s leave
Work from home budget
Flexible Personal Development Fund

We asked employees of Storyblok what it's like to work there, and this is what they told us.

Location flexibility
96%
Employees are very happy with their working location freedom
Hours flexibility
91%
Employees are very happy with the flexibility in the hours they work
Benefits
80%
Employees are largely happy with the benefits their company offers
Work-life balance
84%
Employees feel that they can find the perfect balance of life and work
Role modelling
90%
Employees feel that flexible working is part of the culture
Autonomy
87%
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Diversity
84%
Employees feel that the diversity, and the efforts to improve and maintain it, are great
Inclusion
85%
Employees feel like the company culture is brilliantly inclusive and equitable
Culture
87%
Employees feel like it is a really great environment to work in
Mission
84%
Employees feel very excited about and aligned with the company mission
Salary
67%
Employees feel that their salary is good and matches the value they bring

Working at Storyblok

Company employees

234

Gender diversity (male:female)

60:40

Funding levels

$80,000,000 Series C

Currently Hiring Countries

Germany

Poland

United Kingdom

United States

Office Locations

Global

🌍

Awards & Achievements

3rd – Scaleup companies

3rd – Scaleup companies

Flexa100 2024
2nd – SaaS & Software

2nd – SaaS & Software

Industry awards 2023

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