Technical Support Engineer

September 22

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Laravel

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PHP • Laravel

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Description

• Work within our customer support tool (currently HelpScout) to triage and prioritize tickets as they arrive • Respond to incoming tickets and help customers with product problems, with the goal of first contact resolution (but also a willingness to go the distance for a complex situation) • Identify software bugs and feature requests, and coordinate with the engineering team accordingly • Identify issues that require escalation and escalate appropriately • Work cooperatively with teammates to address complex customer issues • Use and contribute to our knowledge base and collection of saved replies • Currently most of our support is through email; we may introduce chat and phone support, so those skills are also appreciated • Work to ensure every customer leaves every interaction happy and satisfied with their experience

Requirements

• 2+ years experience in customer support, customer success, or similar, supporting a technical product • Strong communication skills, both verbal and written • A customer-first demeanor, including patience, understanding, and empathy • Experience in developer content and / or developer relations will help you stand out as somebody who knows how to communicate with developers • Fluent English is required, additional languages are desired. Laravel is a global community with customers from all over the world • EMEA, APAC, and US east coast time zones are preferred • Working knowledge of web application hosting and infrastructure • Working knowledge of installing and troubleshooting Nginx, DNS, SSL, PHP, MySQL, and Redis • Comfortable working in a terminal to troubleshoot customer issues directly on their servers • Familiarity with Ubuntu server management and debugging • Understanding of PHP and the Laravel framework • Understanding of cloud computing concepts and providers (AWS knowledge a plus)

Benefits

• Fully remote and globally distributed working environment • Option to attend Laracon conferences around the world • Health care plan (Medical, Dental & Vision) • Paid time off (Vacation, Sick & Public holidays) • Family leave (Maternity, Paternity) • Pension plans (As locally applicable) • Performance based bonus plan • Company equity