Technical Support Engineer II - Costa Rica, Colombia

3 дн. назад

Costa RicaColombiaLATAMMiddleRemote

cmstroubleshooting

Handle escalated technical support issues independently for a headless CMS product in a fully remote role.

Требования

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

Другое

is a headless CMS that enables marketers and developers to create with joy and publish with confidence. It empowers you to deliver structured and consistent content everywhere: websites, apps, AI search, and beyond.
Legendary brands like Virgin Media O2, Oatly, and TomTom use to make a bigger, faster market impact.
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 '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. To support more complex, high-impact customer scenarios, you may also engage customers directly via video calls to troubleshoot technical issues in real time and accelerate resolution, particularly in advanced or enterprise-level cases.
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 , where your contributions will shape the future of our support ecosystem and directly impact our continued growth and success.
 
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.
Participate in customer video calls when appropriate to troubleshoot complex technical issues live, helping reduce back-and-forth communication and speed up resolution for high-priority or advanced customer cases.
Bachelor's or Master's degree in Computer Science or a related field or equivalent experience.
3+ years of Support Engineering, Software Engineering experience.
Thorough knowledge with consuming RESTful and GraphQL APIs.
Working knowledge of at least one modern JavaScript framework such as Vue.js, React, Next.js, or Nuxt.js and their fundamental principles.
Ability to debug and troubleshoot applications built with modern JavaScript frameworks (required).
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.
Experience troubleshooting complex technical issues in real time with customers or internal stakeholders (e.g., via screen sharing or video calls) is a plus.
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.
Demonstrates AI literacy, with the ability to leverage AI tools to enhance productivity, decision-making, and quality of work while applying sound judgment and critical thinking.
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 will come from an official employee with an email address ending in @.com. We will never redirect you to another portal or another site that is unrelated to our domain ( .com ).
Here is a sneak peek of  ’s Visual Editor
If you need an accommodation for any part of the application process, please email talent.acquisition@.com