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 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
Technical Requirements
- 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