Technical Support Engineer II (CMS)

TL;DR

Technical Support Engineer II (CMS): Managing escalated tickets and resolving complex technical issues for a headless CMS platform with an accent on RESTful/GraphQL API integration and JavaScript framework troubleshooting. Focus on driving product improvements, mentoring junior team members, and providing high-quality support through ticketing and live video calls.

Location: Must be based in Costa Rica

Company

hirify.global is a headless CMS providing a visual editing platform for marketers and developers to deliver structured content across various digital channels.

What you will do

• Handle escalated support tickets and troubleshoot complex technical issues independently.
• Manage cases from triage to bug report creation for development teams.
• Educate customers on product features, functionalities, and best practices.
• Collaborate with cross-functional teams including sales and partner account managers.
• Conduct live troubleshooting sessions with customers via video calls for high-priority cases.
• Mentor and train Technical Support Engineer I team members.

Requirements

• 3+ years of experience in Support Engineering or Software Engineering.
• Thorough knowledge of consuming RESTful and GraphQL APIs.
• Experience with at least one modern JavaScript framework such as Vue.js, React, Next.js, or Nuxt.js.
• Fluent in English with excellent communication and interpersonal skills.
• Must be based in Costa Rica.
• Proficiency in JavaScript, HTML, and CSS.

Nice to have

• Experience with TypeScript.
• Prior experience with Headless CMS platforms.
• Proven ability to troubleshoot technical issues in real-time.

Culture & Benefits

• Flexible schedules in a fully remote environment.
• Home office setup including equipment package and monthly remote work stipend.
• 25 days of annual leave plus local national holidays.
• Personal development fund for learning materials and conferences.
• Virtual Stock Option Plan (VSOP).
• Annual international team-building trip and regular online gatherings.