Technical Support Engineer - Europe, Brazil, India

Storyblok is a headless CMS that enables marketers and developers to create with joy and succeed in the AI-driven content era. It empowers you to deliver structured and consistent content everywhere: websites, apps, AI search, and beyond.

Marketers get a visual editor with reusable components, in-context preview, and workflows to launch fast and stay on brand. Developers have freedom to use their favorite frameworks and integrate with anything through the API-first platform. Brands get one source of truth for content that is accurate, flexible, and measurable.

Legendary brands like Virgin Media O2, Oatly, and TomTom use Storyblok to make a bigger, faster market impact. It’s Joyful Headless™, and it changes everything.

WHAT IS IN IT FOR YOU

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

Storyblok is looking for a high-caliber customer-facing professional to join its Support team. This is an exciting opportunity to join a small team and directly impact Storyblok's fast-growing business. This opportunity is for you if you are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem-solving.

As aTechnical Support Engineer I, you will assist clients with troubleshooting, inquiries, and issues related to CMS functionality, which requires strong communication skills and knowledge of Content Management Systems (CMS) and Web Technologies.

In addition, you will work closely with cross-functional teams to enhance the performance and user experience of the Content Management System (CMS). It is crucial to stay current with CMS updates, features, and best practices, enabling you to offer precise information and support to customers. When possible, the Technical Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback.

ESSENTIAL JOB FUNCTIONS

• Act as a primary point of contact, 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.
• Assist in documenting support processes, updating knowledge bases, and maintaining records of support activities.
• Continuously improve processes and tools for normal, repetitive support tasks.

EDUCATION AND EXPERIENCE

• Bachelor's or Master's degree in Computer Science or a related field or equivalent experience.
• 1+ years of Support Engineering, Software Engineering experience.
• Working knowledge with consuming RESTful APIs. Experience with GraphQL APIs is a plus.
• General knowledge of at least one of the modern JavaScript frameworks (e.g., Vue, React, Next, Nuxt, Astro, or Svelte) along with its fundamental principles.
• General knowledge of JavaScript and its modern syntax and features. Experience with Typescript is a plus.
• General 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-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.

We offer flexibility in working hours within a 38.5-hour week, and only ask that your schedule includes meaningful overlap with our customers. Depending on where you’re based, this could mean aligning to part of 12:00–20:30/21:00 IST (India) or 07:00–18:00 CET (Europe)—not the entire window, but rather a portion that works for you and the team.