Technical Support Engineer (EU) Lisboa

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.

Responsibilities

• 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
  - 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
  - level intervention, ensuring seamless
  - 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
  - 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 European Time (CET) hours.

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
  - 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, My
  SQL, 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

Location: Lisbon, Portugal. This position is remote and globally distributed.

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