Technical Support Engineer II (Headless CMS)

Location: Remote; candidates based in Costa Rica, Colombia, or Mexico

Company

hirify.global provides a headless CMS for creating and publishing structured content across websites, applications, AI search, and other digital experiences.

What you will do

• Handle escalated support tickets and troubleshoot complex technical issues independently.
• Manage customer cases from initial inquiry through triage, reproduction, resolution, and follow-up.
• Write bug reports and hand off reproducible issues to the development team.
• Support customers through ticketing, live chat, and video calls for advanced or enterprise-level cases.
• Collaborate with technical support, sales, and partner account managers to resolve issues efficiently.
• Identify support-process improvements and mentor Technical Support Engineer I team members.

Requirements

• Bachelor’s or Master’s degree in Computer Science or a related field, or equivalent experience.
• At least 3 years of Support Engineering or Software Engineering experience.
• Strong knowledge of RESTful and GraphQL APIs, JavaScript, HTML, and CSS.
• Working knowledge of a modern JavaScript framework such as Vue, React, Next, or Nuxt, plus the ability to debug applications built with these frameworks.
• Experience with CMS platforms and remote work; headless CMS experience is beneficial.
• Fluent English with excellent written, verbal, and interpersonal communication skills.

Nice to have

• TypeScript experience.
• Experience troubleshooting complex issues with customers or internal stakeholders through screen sharing or video calls.
• Experience with headless CMS platforms.

Culture & Benefits

• Fully remote work with flexible schedules and a focus on work-life balance.
• Monthly remote-work stipend and home-office equipment package.
• Home-office upgrades or a local coworking-space membership after onboarding.
• Sick leave, parental leave, 25 days of annual leave, and local national holidays.
• Personal development fund and international team-building activities.