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Product Support Agent at Laravel · globalremotely

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.

We’re seeking experienced and empathetic Product Support agent, you’ll be the first point of contact for our users, providing efficient and precise resolutions to inquiries and ensuring they have a seamless experience with Laravel’s ecosystem. Including tools like Forge, Vapor, Spark, Envoyer, and Nova. While expertise in all these products isn’t required, familiarity with at least one or two is highly valued.

In this role, you’ll have the opportunity to assist customers with our Laravel Cloud and Nightwatch products, guiding them through its features and resolving their challenges.

This role requires availability during Pacific time (9-5), and can be contract or permanent based employment.

Customer Success & Support at Laravel

Our 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:

Respond Quickly: Handle incoming tickets promptly, delivering clear and concise solutions to common customer inquiries.
Foster Positive Interactions: Communicate with professionalism, empathy, and friendliness to ensure customers feel valued and supported.
Triage Effectively: Identify which issues can be resolved immediately and which require escalation to Level 2 support.
Collaborate Proactively: Work with teammates to ensure a seamless hand-off for more complex technical issues.
Support Knowledge Sharing: Contribute to our knowledge base and improve saved replies to enhance efficiency and consistency.

Your work will be a cornerstone of the Laravel experience, ensuring users receive the assistance they need with speed and care.

The Role

As a Customer 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 responses.
Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-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: Escalating complex technical issues or bug reports to Level 2 support or the engineering team.
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 high-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.

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 customer-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

Knowledge of PHP and the Laravel framework.
Solid understanding of web application hosting and infrastructure.
Solid knowledge and experience with installing and troubleshooting technologies such as 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; experience with AWS is a bonus.