Technical Support Engineer II - Costa Rica, Colombia, Mexico
Core
Handle escalated support tickets and troubleshoot intricate CMS and web technology issues independently for enterprise clients.
Role type
Senior IC technical support engineer (CMS)
Builds
Customer support resolution and process improvement for a headless CMS platform
Domain
SaaS / Content Management Systems
Deliverable
client delivery
Required skills
RESTful and GraphQL API consumption, modern JavaScript frameworks (Vue.js, React, Next.js, Nuxt.js), JavaScript debugging, HTML/CSS, CMS troubleshooting
Preferred skills
TypeScript, Headless CMS experience, real-time video troubleshooting, AI tool literacy
Technologies
Vue.js, React, Next.js, Nuxt.js, TypeScript, GraphQL, REST APIs
Responsibilities
Manage cases from inception to resolution including bug report writing for development hand-off; handle customer escalations from junior engineers; educate customers on product features and best practices; participate in live video calls for complex technical troubleshooting; mentor and train Technical Support Engineer I staff.
Seniority
Mid-Senior, hands-on IC