Technical Support Engineer II (Remote - LATAM)

About the role

Storyblok is looking for a Technical Support Engineer II to handle escalated tickets and troubleshoot complex issues for its headless CMS customers. You will manage cases from initial inquiry through resolution, work closely with cross‑functional teams, and help shape product improvements based on feedback.

Key responsibilities

• Own escalated support tickets, reproduce issues, and create detailed bug reports for development.
• Provide timely, high‑quality responses via ticketing platform and live chat, meeting SLA targets.
• Educate customers on CMS features, best practices, and configuration.
• Collaborate with sales, partner account managers, and technical teams to resolve problems efficiently.
• Mentor Technical Support Engineer I colleagues and contribute to process improvement initiatives.

Required profile

• Bachelor's or Master's degree in Computer Science or related field, or equivalent experience.
• 3+ years in support or software engineering, with strong troubleshooting skills.
• Fluent English communication, both written and verbal.
• Experience working remotely and managing end‑to‑end support cases.

Required skills

• Consuming RESTful and GraphQL APIs.
• Modern JavaScript frameworks (Vue.js, React, Next.js, Nuxt.js).
• Proficient in JavaScript, TypeScript, HTML, and CSS.
• Debugging applications built with modern JavaScript frameworks.
• Knowledge of CMS platforms; headless CMS experience is a plus.

What we offer

• Monthly remote‑work stipend for internet and electricity.
• Home‑office equipment package (laptop, monitor, keyboard) at onboarding.
• Equipment upgrades or co‑working space membership after onboarding.
• Sick leave, parental leave, 25 days annual vacation plus local holidays.
• Personal development fund for courses, books, and conferences.
• Annual international team‑building trip and regular online get‑togethers.
• Flexible schedule and fully remote work environment.