Technical Support Engineer (Americas/EMEA - Remote)
Technical Support Engineer builds internal tools and Laravel-based systems to enhance customer support efficiency, troubleshoots complex issues, and collaborates across teams. Requires PHP/Laravel experience, critical thinking, and strong communication skills.
About the job
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).
Skills
Laravel, PHP, Laravel Nova, Angular, MySQL, Beanstalk, Intercom, Ai Support Tools, Slack, Notion
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