Product Support Agent
RemoteUnited States or Mexico
United States or MexicoRemoteFull TimeMid LevelSmall
Full TimeMid LevelSmall
Job Summary
Manage incoming tickets in Plain, triaging inquiries and resolving issues for Laravel Cloud, Nightwatch, Forge, Vapor, Spark, Envoyer, and Nova products. Provide empathetic first-contact solutions while documenting bugs and feature requests for the engineering team. Escalate complex technical challenges to Level 2 support and collaborate proactively to ensure seamless hand-offs. Contribute to the knowledge base and saved replies to maintain consistent, high-quality support. Work remotely in Pacific time, aiming for 96%+ customer satisfaction and 80% first-response resolution.
Required Qualifications
- 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
- Fluency in English
- Knowledge of PHP and the Laravel framework
- Solid understanding of web application hosting and infrastructure
- Solid knowledge and experience with installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis
- Availability during Pacific time (9-5)
- Contract or permanent based employment
Desired Qualifications
- Familiarity with at least one or two of Laravel's products (Forge, Vapor, Spark, Envoyer, and Nova)
- Experience in developer content or developer relations
- Proficiency in additional languages
- Familiarity with Ubuntu server management and debugging processes
- Understanding of cloud computing concepts and providers; experience with AWS
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