Product Support Agent

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Respond Promptly: Address incoming tickets swiftly, providing clear and concise solutions to frequent customer inquiries.

• Encourage Positive Engagement: Communicate professionally, with empathy and friendliness, to ensure customers feel appreciated and supported.

• Effective Triage: Determine which issues can be addressed immediately and which need to be escalated to Level 2 support.

• Proactive Collaboration: Partner with colleagues to facilitate a smooth transition for more complicated technical issues.

• Promote Knowledge Sharing: Contribute to our knowledge base and refine saved responses to boost efficiency and consistency.

• Manage Tickets: Utilize our support tool (currently Plain) to effectively triage, prioritize, and oversee incoming tickets, ensuring timely replies.

• Customer Assistance: Deliver empathetic and effective solutions to customer inquiries, striving for first-contact resolution while being prepared to manage complex or challenging situations.

• Report Bugs and Feature Requests: Identify and document software bugs or feature suggestions, collaborating with the engineering team to drive resolutions or enhancements.

• Handle Escalations: Escalate intricate technical issues or bug reports to Level 2 support or the engineering team.

• Team Cooperation: Collaborate closely with teammates to resolve complex customer issues and foster a supportive team atmosphere.

• Share Knowledge: Contribute to and leverage our knowledge base and saved responses to ensure consistent and high-quality support.

• Multichannel Support: While email is our primary method, be flexible to future support channels, including chat and phone support.

⛳️ Requirements

• Minimum of **2 years of experience** in customer support, customer success, or a similar role, specifically with technical products.

• Outstanding **verbal and written communication skills**, with the ability to articulate complex concepts clearly and effectively.

• A **customer-first mindset** demonstrated through patience, empathy, and a genuine desire to assist.

• Experience in **developer content** or **developer relations** is a strong advantage, highlighting your capability to effectively engage with a developer audience.

• Proficiency in **English** is required, and knowledge of additional languages is highly preferred to better support our global customer base.

• **Technical Expertise**

• Knowledge of **PHP** and the **Laravel** **framework**.

• Strong understanding of **web application hosting** and infrastructure.

• Solid knowledge and experience with the installation and troubleshooting of technologies such as **Nginx, DNS, SSL, PHP, MySQL,** and **Redis**.

• Familiarity with **Ubuntu server management** and debugging processes is a plus.

• Comprehension of **cloud computing concepts** and providers; experience with **AWS** is an advantage.

• **All applications, including resumes and cover letters, must be submitted in English.** Applications in other languages will not be considered.

🏝️ Benefits

• Fully remote and globally distributed working environment

• Option to attend Laracon conferences around the world

• Paid time off (Vacation, Sick & Public holidays)

• Family leave (Maternity, Paternity)

• Company equity

• Welcome kit with custom Laravel swag