Technical Support Engineer (EU)

2 hours, 39 minutes ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Manage and resolve incoming support tickets in Plain with speed, accuracy, and empathy.
  • Triage tickets by severity and SLA requirements and prioritize work accordingly.
  • Debug technical issues across servers, terminals, configurations, logs, and deployments.
  • Work toward resolving issues in the first response whenever possible.
  • Escalate complex cases cleanly while keeping customers informed throughout the process.
  • Identify recurring bugs, feature requests, and documentation gaps from support trends.
  • Document bugs and feature requests in detail so engineering can act on them.
  • Contribute improvements to the knowledge base and saved replies.
  • Adapt to changing customer communication channels and support methods.
  • Help maintain high customer satisfaction and SLA performance targets.

Requirements

  • 2+ years of experience in technical support, customer success, or a similar role with technical products.
  • Strong written communication that is clear, warm, patient, and professional.
  • Comfortable working in a terminal and on Linux servers.
  • Knowledge of Nginx, DNS, SSL, PHP, MySQL, Redis, and Ubuntu.
  • Knowledge of PHP and the Laravel framework.
  • Familiarity with one or more Laravel ecosystem products such as Forge, Vapor, Spark, Envoyer, or Nova.
  • Fluent in English.
  • Understanding of web hosting, infrastructure, and cloud concepts.
  • Experience in developer content or developer relations is a plus.
  • Applications, including CVs and cover letters, must be submitted in English.

Benefits

  • Fully remote, globally distributed team.
  • 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.
  • Access to high-quality training tools.
  • Welcome kit with custom Laravel swag.

Interested in this position?

Apply directly on the company website

Apply Now

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