Technical Support Engineer II - Costa Rica, Colombia, Mexico
Storyblok · Support · Mid · 1mo ago
Open to candidates living in Costa Rica, Colombia, Mexico.
Direct from the employer's own careers page
Who can apply
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Open to candidates living in Costa Rica, Colombia, Mexico.
“Technical Support Engineer II - Costa Rica, Colombia, Mexico”
International distributed team with flexible working hours.
- Async-first
- The listing doesn't promise async-first working.
- Contractor / B2B
- No mention of hiring international contractors or invoicing.
- Global stipend
- Includes a monthly utility/internet stipend, starter hardware package, and co-working allowance or office upgrades.
- Annual retreat
- Annual international team-building trip.
Read from the listing automatically. Always confirm the details with the company before you accept an offer.
About the role
As a Technical Support Engineer II, you will manage escalated support cases end-to-end, troubleshooting intricate issues involving modern JavaScript frameworks, headless CMS architecture, and APIs. You will triage bugs for the development team, guide product improvements based on customer feedback, conduct live troubleshooting video calls for enterprise clients, and mentor Level I support engineers.
What you'll do
- Manage and troubleshoot complex customer inquiries and escalated tickets independently from triage to resolution.
- Reproduce bugs and write detailed reports for hand-off to the development team.
- Meet or exceed SLAs and response quality standards across live chat and ticketing platforms.
- Participate in live video troubleshooting calls with customers to diagnose and resolve high-priority or advanced technical issues.
- Mentor and assist in training Technical Support Engineer I colleagues.
- Identify support process inefficiencies and recommend workflow and product improvements.
What you bring
- 3+ years of experience in Support Engineering or Software Engineering.
- Bachelor's or Master's degree in Computer Science or equivalent practical experience.
- Thorough knowledge of JavaScript, HTML/CSS, and consuming RESTful and GraphQL APIs.
- Working knowledge of modern JavaScript frameworks (e.g., Vue.js, React, Next.js, or Nuxt.js) and the ability to debug them.
- Fluency in English with strong verbal and written communication skills.
- Experience working remotely and demonstrating AI literacy with modern productivity tools.
About Storyblok
Storyblok is a leading headless content management system that empowers developers and marketers to create and publish structured content across websites, apps, and digital platforms.
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