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 , Cloud , Nightwatch , 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
- 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 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
- 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 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.
Requirements
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.