Product Support Agent - Remote

Overview

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.

In Short

• Be the first point of contact for users, providing efficient resolutions to inquiries.
• Assist customers with Laravel Cloud and Nightwatch features.
• Handle incoming tickets promptly and deliver clear solutions.
• Communicate with professionalism and empathy.
• Triage issues effectively and collaborate with teammates.
• Contribute to the knowledge base for improved efficiency.
• Manage tickets using the support tool (Plain).
• Provide empathetic solutions aiming for first-contact resolution.
• Document software bugs and feature requests.
• Maintain a high customer satisfaction rating.

Requirements

• At least 2 years of experience in customer support for technical products.
• Exceptional verbal and written communication skills.
• A customer-first mindset with patience and empathy.
• Experience in developer content or relations is a plus.
• Fluency in English; additional languages are desirable.
• Knowledge of PHP and the Laravel framework.
• Understanding of web application hosting and infrastructure.
• Experience with Nginx, DNS, SSL, PHP, MySQL, and Redis.
• Familiarity with Ubuntu server management is a bonus.
• Understanding of cloud computing concepts; AWS experience is a bonus.

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.