Technical Support Engineer
Europe (CET hours), CETFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- PHPMySQLNginxRedisSparkLinux
Requirements
- 2+ years in technical support, customer success, or a similar role with technical products
- Strong written communication
- Comfortable in a terminal: Nginx, DNS, SSL, PHP, MySQL, Redis, Ubuntu
- Knowledge of PHP and the Laravel framework
- Familiarity with at least one or two Laravel ecosystem products (Forge, Vapor, Spark, Envoyer, Nova)
- Fluent in English
- Understanding of web hosting, infrastructure, and cloud concepts
- Experience in developer content or developer relations is a plus
Responsibilities
- Manage and resolve incoming support tickets with speed, accuracy, and empathy
- Debug real technical issues — in terminals, on servers, in configurations
- Hit and maintain a 96%+ customer satisfaction rating
- Resolve 80% of tickets within the first response
- Meet 100% of our SLA commitments
- Document bugs and feature requests with enough detail that engineering can act on them
- Contribute improvements to our knowledge base and saved replies
- Adapt to our ever-changing methods and channels of communication with our customers
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