Product Support Specialist

Job Summary

Seeking an experienced and empathetic Product Support Specialist, the full-time remote position will manage customer inquiries, provide effective solutions, and assist users with Laravel's ecosystem, including products like Forge and Vapor, while maintaining availability during Pacific time hours.

Key responsibilities

• Efficiently triage, prioritize, and manage incoming support tickets to ensure timely responses
• Provide empathetic customer support aiming for first-contact resolution and handle complex issues as needed
• Document software bugs and feature requests, collaborating with the engineering team for resolutions

Required qualifications

• At least 2 years of experience in customer support or a similar role, ideally with technical products
• Knowledge of PHP and the Laravel framework
• Solid understanding of web application hosting and infrastructure
• Experience with technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis
• Fluency in English; proficiency in additional languages is a plus