Laravel LLC
Technical Support Engineer
Laravel LLC, New York, New York, United States,
Laravel is looking for experienced and empathetic customer support engineers with working knowledge of the Laravel ecosystem including Forge, Vapor, Spark, Envoyer, and Nova.For this role, you don’t need to be an expert in all of these products, but an understanding of how they work and experience using at least one or two of them is ideal.We are also looking for people who would be able to assist our customers with our newly announced product Laravel Cloud.Customer Success & Support at Laravel
The customer success and support teams at Laravel work both independently and together to solve customer problems quickly and efficiently, with friendly and professional communication. They have the technical skills to dive into complex product issues, and the ability to empathize with customers. They are the voice of the customer within the company and offer feedback and insights to the product team on a regular basis.The Role
Work within our customer support tool (currently HelpScout) to triage and prioritize tickets as they arriveRespond 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 accordinglyIdentify issues that require escalation and escalate appropriatelyWork cooperatively with teammates to address complex customer issuesUse and contribute to our knowledge base and collection of saved repliesCurrently most of our support is through email; we may introduce chat and phone support, so those skills are also appreciatedWork to ensure every customer leaves every interaction happy and satisfied with their experienceRequirements2+ years experience in customer support, customer success, or similar, supporting a technical productStrong communication skills, both verbal and writtenA customer-first demeanor, including patience, understanding, and empathyExperience in developer content and / or developer relations will help you stand out as somebody who knows how to communicate with developersFluent English is required, additional languages are desired. Laravel is a global community with customers from all over the worldEMEA, APAC, and US east coast time zones are preferredTechnical Requirements
Working knowledge of web application hosting and infrastructureWorking knowledge of installing and troubleshooting Nginx, DNS, SSL, PHP, MySQL, and RedisComfortable working in a terminal to troubleshoot customer issues directly on their serversFamiliarity with Ubuntu server management and debuggingUnderstanding of PHP and the Laravel frameworkUnderstanding of cloud computing concepts and providers (AWS knowledge a plus)BenefitsFully remote and globally distributed working environmentOption to attend Laracon conferences around the worldHealth care plan (Medical, Dental & Vision)Paid time off (Vacation, Sick & Public holidays)Family leave (Maternity, Paternity)Pension plans (As locally applicable)Performance based bonus planCompany equity
The customer success and support teams at Laravel work both independently and together to solve customer problems quickly and efficiently, with friendly and professional communication. They have the technical skills to dive into complex product issues, and the ability to empathize with customers. They are the voice of the customer within the company and offer feedback and insights to the product team on a regular basis.The Role
Work within our customer support tool (currently HelpScout) to triage and prioritize tickets as they arriveRespond 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 accordinglyIdentify issues that require escalation and escalate appropriatelyWork cooperatively with teammates to address complex customer issuesUse and contribute to our knowledge base and collection of saved repliesCurrently most of our support is through email; we may introduce chat and phone support, so those skills are also appreciatedWork to ensure every customer leaves every interaction happy and satisfied with their experienceRequirements2+ years experience in customer support, customer success, or similar, supporting a technical productStrong communication skills, both verbal and writtenA customer-first demeanor, including patience, understanding, and empathyExperience in developer content and / or developer relations will help you stand out as somebody who knows how to communicate with developersFluent English is required, additional languages are desired. Laravel is a global community with customers from all over the worldEMEA, APAC, and US east coast time zones are preferredTechnical Requirements
Working knowledge of web application hosting and infrastructureWorking knowledge of installing and troubleshooting Nginx, DNS, SSL, PHP, MySQL, and RedisComfortable working in a terminal to troubleshoot customer issues directly on their serversFamiliarity with Ubuntu server management and debuggingUnderstanding of PHP and the Laravel frameworkUnderstanding of cloud computing concepts and providers (AWS knowledge a plus)BenefitsFully remote and globally distributed working environmentOption to attend Laracon conferences around the worldHealth care plan (Medical, Dental & Vision)Paid time off (Vacation, Sick & Public holidays)Family leave (Maternity, Paternity)Pension plans (As locally applicable)Performance based bonus planCompany equity