Product Support Agent
L
LaravelSoftware / Web Development
Brazil. Argentina. Mexico. Colombia. United States. Canada, Pacific time (9-5)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2 years
- Required Skills
- AWSPHPMySQLNginxRedisLinuxCustomer support
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 in English.
- Knowledge of PHP and the Laravel framework.
- Solid understanding of web application hosting and infrastructure.
- Experience installing and troubleshooting Nginx, DNS, SSL, MySQL, and Redis.
- Customer-first mindset with patience and empathy.
- Availability during Pacific time (9-5).
- Familiarity with Ubuntu server management and debugging processes (bonus).
- Understanding of cloud computing concepts and AWS (bonus).
- Experience in developer content or developer relations (bonus).
- Familiarity with Laravel ecosystem tools like Forge, Vapor, Spark, Envoyer, or Nova (highly valued).
Responsibilities
- Manage and triage incoming support tickets using support tools to ensure timely responses.
- Provide empathetic and effective resolutions to customer inquiries, aiming for first-contact resolution.
- Identify and document software bugs or feature requests for the engineering team.
- Escalate complex technical issues or bugs to Level 2 support or engineering.
- Contribute to and utilize the knowledge base and saved replies for consistent support.
- Collaborate with teammates to resolve intricate issues and maintain a positive team environment.
- Adapt to various support channels including email, chat, and phone.
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