Remote Customer Support Engineer — Developer Tools

Laravel; Colombia; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote

Laracon access

Paid time off

Family leave

Equity

Welcome kit

Descripción de la vacante

Laravel is seeking a Customer Support Engineer to join our global team and ensure excellent service for developers using our ecosystem, including Forge, Vapor, Spark, Envoyer, and Nova. The role requires answering tickets quickly, documenting issues, and guiding users through Laravel Cloud and Nightwatch products.

Remote, contract or permanent positions available. The ideal candidate has at least 2 years in technical support, strong communication, and a customer-first mindset.

Formación

• At least 2 years in customer support, customer success, or similar roles for technical products.
• Excellent verbal and written communication, ability to explain complex ideas clearly.
• Customer-first mindset with patience, empathy, and desire to help.
• Experience engaging with developer audiences is a strong plus.
• Fluency in English is required; additional languages are desirable.

Responsabilidades

• Manage and triage tickets using our support tool to ensure timely responses
• Provide empathetic, effective solutions aiming for first-contact resolution
• Document bugs or feature requests and coordinate with engineering for fixes
• Escalate complex issues to Level 2 support or engineering as needed
• Collaborate with teammates to resolve challenging customer inquiries
• Contribute to knowledge base and save replies to improve consistency
• Support multiple channels, including email, with potential expansion to chat and phone

Conocimientos

Customer support

English

Communication

Empathy

Developer relations familiarity

Problem solving

Herramientas

PHP

Laravel

Descripción del empleo

Laravel is seeking a Customer Support Engineer to join our global team and ensure excellent service for developers using our ecosystem, including Forge, Vapor, Spark, Envoyer, and Nova. The role requires answering tickets quickly, documenting issues, and guiding users through Laravel Cloud and Nightwatch products.

Remote, contract or permanent positions available. The ideal candidate has at least 2 years in technical support, strong communication, and a customer-first mindset.