Technical Support Engineer (EU)

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Requirements:

• 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.
• Solid understanding of web application hosting and infrastructure.
• Proficiency in installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis.
• Comfortable working in a terminal environment to resolve customer issues directly on their servers.
• Familiarity with Ubuntu server management and debugging processes.
• Knowledge of PHP and the Laravel framework.
• Understanding of cloud computing concepts and providers; experience with AWS is a bonus.

Responsibilities:

• Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
• Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases.
• Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements.
• Recognize and escalate issues that require higher-level intervention, ensuring seamless hand-offs and quick resolutions.
• Work closely with teammates to resolve intricate customer issues and foster a supportive team environment.
• Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support.
• While email is our primary channel, be adaptable to future support methods, including chat and phone support.