Technical Support Engineer (Americas/EMEA - Remote)

Responsibilities

• Design, build, and maintain internal tools using Laravel and Laravel Nova that directly impact the efficiency of our Customer Support team.
• Build Laravel endpoints and functionality that power our AI support tools (like Intercom Fin) to better resolve customer needs.
• Develop systems and automated workflows that have impact across multiple teams.
• 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 complex technical issues that require critical thinking and investigation.
• Work closely with Product, Engineering, Sales and Customer Success teams to identify opportunities for tooling and automation improvements.

Requirements

• Product engineering experience with PHP and Laravel. You need to understand how systems are built.
• Proven ability to think critically and troubleshoot complex issues.
• A genuine willingness and eagerness to learn.
• Exceptional communication skills—especially written.
• Strong technical communication skills, with the ability to convey technical concepts to non-technical audiences.
• A customer-centric mindset and a passion for building tools that enable teams to deliver better user experiences.

Tech Stack

🌴 PALM-B: PHP, Angular, Laravel, MySQL, Beanstalk.

Compensation

Total budget: US$106,448.40 - US$133,105.50 depending on cost of living. For US employees: $98,213.87 - $122,808.85 gross salary. Additional equity (RSUs up to $48,402.00) and performance share units (PSUs up to US$273,628.00 per year).