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.
We’re seeking experienced and empathetic Technical Support Engineers with hands-on knowledge of the Laravel ecosystem, including tools like Forge, Cloud, Nightwatch, Vapor, Spark, Envoyer, and Nova. While expertise in all these products isn’t required, familiarity with at least one or two is highly valued.
Customer Success & Support at Laravel
Our Customer Success and Support team is dedicated to making every customer interaction a positive and empowering experience. They are driven by a passion for helping developers succeed and take pride in their ability to:
- Resolve Issues Efficiently: Tackle customer challenges with speed and precision, delivering effective solutions that keep projects moving forward.
- Foster Positive Relationships: Communicate with warmth, professionalism, and a genuine desire to assist.
- Apply Technical Expertise: Dive deep into complex technical issues, leveraging their knowledge to troubleshoot and guide customers to success.
- Empathize and Support: Truly listen to customers, understanding their unique needs and ensuring they feel valued and supported.
As champions of the customer experience, our team plays a crucial role in shaping our products and services. By regularly sharing insights and feedback with the product team, they help ensure Laravel continues to evolve in ways that meet the needs of our vibrant developer community.
The Role
As a Technical Support Engineer, you will play a vital role in delivering exceptional support to our users. Your responsibilities include:
- Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
- Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases.
- Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements.
- Escalation Management: Recognize and escalate issues that require higher-level intervention, ensuring seamless hand-offs and quick resolutions.
- Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment.
- Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support.
- Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support.
Our goal is to leave every customer delighted with their experience, ensuring that all interactions reflect our commitment to excellent service. Success in this role is measured by:
- Maintaining a 96%+ customer satisfaction rating.
- Resolving 80% of tickets within the first response.
- Meeting 100% of SLA commitments, ensuring timely responses and resolutions in line with our service level agreements.
