Technical Support Engineer

OverviewAt Laravel, we are committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global community.Customer Success & Support at LaravelOur Customer Success and Support team is dedicated to making every customer interaction a positive and empowering experience.They are driven by a passion for helping developers succeed and take pride in their ability to:Resolve Issues Efficiently: Tackle customer challenges with speed and precision, delivering effective solutions that keep projects moving forwardFoster Positive Relationships: Communicate with warmth, professionalism, and a genuine desire to assistApply Technical Expertise: Dive deep into complex technical issues, leveraging their knowledge to troubleshoot and guide customers to successEmpathize and Support: Truly listen to customers, understanding their unique needs and ensuring they feel valued and supported.The RoleAs a Technical Support Engineer, you will play a vital role in delivering exceptional support to our users.Your responsibilities include:Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responsesCustomer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging casesBug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvementsEscalation Management: Recognize and elevate issues that require higher-level intervention, ensuring seamless hand-offs and quick resolutionsTeam Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environmentKnowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality supportMultichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support.Success MetricsMaintaining a 96%+ customer satisfaction ratingResolving 80% of tickets within the first responseMeeting 100% of SLA commitments, ensuring timely responses and resolutions in line with our service level agreements.RequirementsThis role requires availability during Central Standard Time (CST) or Mountain Standard Time (MST) hours.Experience And SkillsAt least 2 years of experience in customer support, customer success, or a similar role, supporting technical productsExceptional verbal and written communication skills, with the ability to convey complex ideas clearly and effectivelyA customer-first mindset with demonstrated patience, empathy, and a genuine desire to helpExperience in developer content or developer relations is a strong plus, showcasing your ability to effectively engage with a developer audienceFluency in English is required, and proficiency in additional languages is highly desirable to better serve our global customer base.Technical ExpertiseSolid understanding of web application hosting and infrastructureProficiency in installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and RedisComfortable working in a terminal environment to resolve customer issues directly on their serversFamiliarity with Ubuntu server management and debugging processesKnowledge of PHP and the Laravel frameworkUnderstanding 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.BenefitsFully remote and globally distributed working environmentOption to attend Laracon conferences around the worldPaid time off (Vacation, Sick & Public holidays)Family leave (Maternity, Paternity)Company equityWelcome kit with custom Laravel swagSeniority levelAssociateEmployment typeFull-timeJob functionCustomer ServiceIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Laravel by 2xGet notified about new Technical Support Engineer jobs in Brazil.#J-*****-Ljbffr