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Product Support Agent

3 weeks, 4 days ago
Mexico
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Apache Spark AWS DNS Laravel MySQL Nginx PHP Redis TLS Ubuntu
Apply Now
Laravel

Laravel

Laravel is a PHP web application framework that values beauty and simplicity, providing developers with a complete toolset for building innovative web projects.

Internet Software & Services
51-250
Founded 2011
View All Jobs 7

Description

  • Triage, prioritize, and manage incoming support tickets using the support tool.
  • Respond to customer inquiries with clear, empathetic, and timely solutions.
  • Aim to resolve issues on first contact while handling more complex cases as needed.
  • Identify, document, and report bugs and feature requests to the engineering team.
  • Escalate complex technical issues to Level 2 support or engineering.
  • Collaborate with teammates to resolve difficult customer issues and ensure smooth hand-offs.
  • Contribute to and improve the knowledge base and saved replies.
  • Support customers across Laravel products, including Cloud and Nightwatch, and assist with related ecosystem tools.
  • Adapt to additional support channels such as chat or phone support in the future.
  • Work toward customer satisfaction, first-response, and SLA performance targets.

Requirements

  • At least 2 years of experience in customer support, customer success, or a similar role supporting technical products.
  • Exceptional verbal and written communication skills.
  • A customer-first mindset with patience, empathy, and a desire to help.
  • Experience with developer content or developer relations is a strong plus.
  • Fluency in English is required.
  • Proficiency in additional languages is highly desirable.
  • Knowledge of PHP and the Laravel framework.
  • Solid understanding of web application hosting and infrastructure.
  • Experience troubleshooting Nginx, DNS, SSL, PHP, MySQL, and Redis.
  • Familiarity with Ubuntu server management and debugging processes is a bonus.
  • Understanding of cloud computing concepts and providers, with AWS experience as a bonus.
  • Applications, including resumes and cover letters, must be submitted in English.

Benefits

  • Fully remote and globally distributed working environment.
  • Option to attend Laracon conferences around the world.
  • Paid time off, including vacation, sick leave, and public holidays.
  • Family leave, including maternity and paternity leave.
  • Company equity.
  • Welcome kit with custom Laravel swag.

Interested in this position?

Apply directly on the company website

Apply Now

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