Product Support Agent

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Requirements:

• At least 2 years of experience in customer support, customer success, or related roles supporting technical products.
• Exceptional verbal and written communication skills.
• Customer-first mindset with patience and empathy.
• Experience in 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.
• Understanding of web application hosting and infrastructure.
• Experience with technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis.
• Familiarity with Ubuntu server management is a bonus.
• Understanding of cloud computing concepts; experience with AWS is a bonus.

Responsibilities:

• Manage incoming ticket requests using the support tool.
• Provide empathetic solutions aiming for first-contact resolution.
• Identify and document bugs and feature requests for the engineering team.
• Escalate complex technical issues appropriately.
• Collaborate with teammates to resolve intricate customer issues.
• Contribute to and utilize the knowledge base and saved replies.
• Adapt to multichannel support as it evolves.