JOB SUMMARY

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. 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 Storyblok, where your contributions will shape the future of our support ecosystem and directly impact our continued growth and success.

ESSENTIAL JOB FUNCTIONS

• 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.

EDUCATION AND EXPERIENCE

• Bachelor's or Master's degree in Computer Science or a related field or equivalent experience.
• 3+ years of Technical Support 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.
• 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-starter, 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.

ADDITIONAL INFORMATION

Great fit if you: enjoy helping customers solve real problems, can explain technical concepts in plain language, and get satisfaction from owning an issue end to end.

Not the right role if you: are primarily looking to build or ship product features, prefer working in a pure engineering environment, or have limited experience in customer-facing roles.

About DKatalis

DKatalis is a financial technology company with multiple offices in the APAC region. In our quest to build a better financial world, one of our key goals is to create an ecosystem-linked financial services business.

DKatalis is built and backed by experienced and successful entrepreneurs, bankers, and investors in Singapore and Indonesia who have more than 30 years of financial domain experience and are from top-tier schools like Stanford, Cambridge London Business School, JNU with more than 30 years of building financial services/banking experience from Bank BTPN, Danamon, Citibank, McKinsey & Co, Northstar, Farallon Capital, and HSBC.

About the role

You will be part of cross-functional agile engineering team (squad) responsible to build, deploy and run (support) one or more of our digital products, focusing on full-stack experience to build robust & resilient systems (front-end & back-end).

You will work closely with Engineers, Product, Design, and other stakeholders, collaboratively ensuring quality gets built in the product, get to see your impact in everyday lives of many people, and having great fun while doing it.

You will share your learnings within and beyond your team (squad) and mentor budding engineers for good engineering practices

What will you do

• Working with engineering+product owners to design, refine and develop the product, from concept to implementation.
• Main contributor in creating best in-class product & experience for our customers by designing, building, scaling, and evolving our platforms, services, and tools
• Communicate, collaborate and work effectively across cross functional teams in a multi-cultural environment
• Mentor a team of highly talented and motivated engineers
• Ensure the performance, security, and responsiveness of applications built
• Continuously improve code quality, product execution, automatization and customer delight

What you need to have

• You have at least 10+ years of professional experience in a similar role developing highly scalable applications
• Good written and spoken English
• Hands on expertise in Java / Javascript or its derivatives (Typescript, NodeJS, Scala, Kotlin, Springboot, etc)
• Have hands on experience on one of this front-end development (Flutter Preferred)
• Experience to Lean/XP practices (TDD, Pair Programming, Continuous Integration/Delivery for both Mobile & Back-end)
• Experience working in Agile Software development
• Communicate, collaborate, and work effectively across distributed teams in a multicultural environment.
• You’re excited about delivering end-to-end experiences and care about your software architecture across the front-end, back-end, and the APIs that glue them together
• A passion for quality and best practices but with a pragmatism that understands the
  balance between perfection and delivering value in a timely manner.
• Enjoys mentoring more junior engineers on good engineering practices & share knowledge