Taking applicationsTechnical Support·Posted 8d ago
Technical Support Engineer II ‑ Costa Rica, Colombia, Mexico
StoryblokVerified company
Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Specific countries
EnglishMid level
About the role
A technical support role handling escalated tickets, debugging CMS and web-technology issues, and mentoring junior support engineers. It is remote but limited to candidates in Costa Rica, Colombia, or Mexico, with flexible schedules and home-office benefits.
What you'll do
- Handle escalated support tickets and complex troubleshooting independently
- Manage cases from customer inquiry through triage and resolution
- Meet response quality and SLA targets in ticketing and live chat
- Educate customers on product features and best practices
- Collaborate with tech support, sales, and partner account managers
- Troubleshoot live with customers via video calls when appropriate
- Train and mentor Technical Support Engineer I
- Identify support-process inefficiencies and suggest improvements
What you'll need
- Bachelor's or Master's in Computer Science or equivalent experience
- 3+ years of Support Engineering or Software Engineering experience
- Knowledge of consuming RESTful and GraphQL APIs
- Working knowledge of a modern JavaScript framework
- Ability to debug applications built with modern JavaScript frameworks
- Thorough knowledge of JavaScript; TypeScript is a plus
- Working knowledge of HTML and CSS
- Fluent English with strong communication skills
Skills
RESTful and GraphQL APIsJavaScript and TypeScriptVue.js, React, Next.js, or Nuxt.jsHTML and CSSHeadless CMSDebugging and troubleshootingTicketing and live chat supportAI tools for productivity
Benefits
Monthly remote work stipendEquipment provided25 days annual leaveSick leaveParental leavePersonal development fundAnnual team-building tripFlexible hours
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Applications close on 18 November.