Technical Support Engineer, Storyblok
+ Virtual Stock Option Plan
A headless CMS that enables marketers & developers to create with joy & succeed in the AI-driven era
Open for applications
A headless CMS that enables marketers & developers to create with joy & succeed in the AI-driven era
201-500 employees
Open for applications
+ Virtual Stock Option Plan
201-500 employees
Company mission
To make it easier and faster for marketing and developer teams to deliver impactful digital experiences at scale. And have fun while they’re doing it.
Role
Who you are
- 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 of the modern JavaScript frameworks (e.g., Vue, React, Next, Nuxt, Astro, or Svelte) along with it's 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-organised, 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
- Real passion for solving issues and challenges
What the job involves
- 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
- 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
Our take
A headless content management system (CMS) consists of a back-end that stores the content and a decoupled front-end display. This lets the content be streamed to any platform including apps, wearable devices or digital displays via an API. Compared to the other headless CMS solutions, Storyblok’s CMS provides highly customisable content blocks and visual editing tools. This gives developers the flexibility to build fast and reliable digital platforms. It is the first headless CMS to integrate such features into a modern headless architecture.
The company counts Pizza Hut, Adidas, UPC, Greggs and Decathlon amongst clients, alongside many thousands of solo developers that use their CMS. These are powering more than 74,000 projects across 130 countries.
Storyblok intends to use its new funding to expand its presence in the USA after its previous round accelerated expansion in key European markets including Germany and Ireland.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2024
$80.5m
SERIES C
May 2022
$47m
SERIES B
Total funding: $138.5m
Company benefits
- 💪 Flexible Work Environment
- 🌍 Remote Workforce
- 🌴 25 days of vacation
- 📯 Everyone has a voice
- 🍭 Diverse Team
- ✈️ Annual Team Meetup
- 📚 Education and Development Opportunities
- 💻 High-quality, cutting-edge, equipment
- 🏢 Shared offices worldwide
- 💡 Code of Conduct which supports our values
- 💰 Annual Discretionary Bonus
Company HQ
Rathausviertel, Linz, Oberösterreich
Leadership
Dominik Angerer
(Co-Founder & CEO)Previously spent 3 years progressing to senior web developer at Netural.
Alexander Feiglstorfer
(Co-Founder & CTO)Previously co-founded Xtech Commerce, and worked as a Senior Web Developer at Netural GmbH.
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