Technical Support Engineer (Laravel)

TL;DR

Technical Support Engineer (Laravel): Bridging the gap between Customer Support and Engineering teams by conducting technical investigations and building tools to enhance customer service. Focus on optimizing support operations and creating comprehensive documentation for users and team members.

Location: Remote (US timezones)

Salary: $81,000 - $107,236

Company

A product company that builds software for Airbnbs to rent themselves, focusing on exceptional user experience.

What you will do

• Design, build, and maintain tools using Laravel and Laravel Nova to improve the efficiency and effectiveness of our Customer Support team.
• Develop and manage automated workflows within our customer support platform (e.g. Intercom Fin actions) to optimize support operations.
• Create and update technical documentation and help articles to empower customers and support staff with self-service resources.
• Collaborate with customers and internal teams to diagnose and resolve advanced technical issues escalated from support.
• Work closely with Product, Engineering, Sales and Customer Success teams to identify opportunities for product improvements based on customer feedback and support trends.

Requirements

• Proven experience with PHP and Laravel, either via employment as an engineer or work outside of your day job.
• Experience with customer support platforms, e.g. Intercom.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Exceptional communication skills - especially written. Most communication happens on Slack and Notion.
• Strong technical communication skills, with the ability to convey technical concepts to non-technical audiences.
• A customer-centric mindset and a passion for improving user experiences.

Benefits

• A supportive and caring team environment, where you are trusted, not managed.
• The total budget for this role is within US$81,000 - US$107,236.00 depending on the cost of living in your location.
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Mental-health and emotional support with therapists on call through Slack.