Technical Support Engineer (US)

At Laravel, we are committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global community. By joining our team, you’ll play a pivotal role in helping developers succeed and thrive in their work.

We’re seeking experienced and empathetic Technical Support Engineers with hands-on knowledge of the Laravel ecosystem, including tools like Forge, Vapor, Spark, Envoyer, and Nova. While expertise in all these products isn’t required, familiarity with at least one or two is highly valued.

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.
  

As champions of the customer experience, our team plays a crucial role in shaping our products and services. By regularly sharing insights and feedback with the product team, they help ensure Laravel continues to evolve in ways that meet the needs of our vibrant developer community.

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 escalate 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.

Our goal is to leave every customer delighted with their experience, ensuring that all interactions reflect our commitment to excellent service. Success in this role is measured by:

• 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

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.

• 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