Technical Support Engineer (Us)

Overview

At Laravel, we are committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global community.

Customer Success & Support at Laravel

Our Customer Success and Support team is dedicated to making every customer interaction a positive and empowering experience.

They are driven by a passion for helping developers succeed and take pride in their ability to :

Resolve Issues Efficiently : Tackle customer challenges with speed and precision, delivering effective solutions that keep projects moving forward

Foster Positive Relationships : Communicate with warmth, professionalism, and a genuine desire to assist

Apply Technical Expertise : Dive deep into complex technical issues, leveraging their knowledge to troubleshoot and guide customers to success

Empathize and Support : Truly listen to customers, understanding their unique needs and ensuring they feel valued and supported.

The Role

As a Technical Support Engineer, you will play a vital role in delivering exceptional support to our users.

Your responsibilities include :

Ticket Management : Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses

Customer Support : Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases

Bug Reporting and Feature Requests : Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements

Escalation Management : Recognize and elevate issues that require higher-level intervention, ensuring seamless hand-offs and quick resolutions

Team Collaboration : Work closely with teammates to resolve intricate customer issues and foster a supportive team environment

Knowledge Sharing : Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support

Multichannel Support : While email is our primary channel, be adaptable to future support methods, including chat and phone support.

Success Metrics

Maintaining a 96%+ customer satisfaction rating

Resolving 80% of tickets within the first response

Meeting 100% of SLA commitments, ensuring timely responses and resolutions in line with our service level agreements.

Requirements

This role requires availability during Central Standard Time (CST) or Mountain Standard Time (MST) hours.

Experience And Skills

At least 2 years of experience in customer support, customer success, or a similar role, supporting technical products

Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and effectively

A customer-first mindset with demonstrated patience, empathy, and a genuine desire to help

Experience in developer content or developer relations is a strong plus, showcasing your ability to effectively engage with a developer audience

Fluency in English is required, and proficiency in additional languages is highly desirable to better serve our global customer base.

Technical Expertise

Solid understanding of web application hosting and infrastructure

Proficiency in installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis

Comfortable working in a terminal environment to resolve customer issues directly on their servers

Familiarity with Ubuntu server management and debugging processes

Knowledge of PHP and the Laravel framework

Understanding of cloud computing concepts and providers; experience with AWS is a bonus.

All applications, including resumes and cover letters, must be submitted in English.

Applications in other languages will not be considered.

Benefits

Fully remote and globally distributed working environment

Option to attend Laracon conferences around the world

Paid time off (Vacation, Sick & Public holidays)

Family leave (Maternity, Paternity)

Company equity

Welcome kit with custom Laravel swag

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

IT Services and IT Consulting

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