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Laravel

Product Support Agent

Laravel

Product Support Agent providing assistance to developers using Laravel’s ecosystem. Handling customer inquiries and ensuring smooth user experiences with key Laravel products.

Posted 7/15/2026full-timeRemote • 🇧🇷 BrazilJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on effective communication, technical expertise in PHP and Laravel, and a commitment to knowledge sharing. Proficient in managing customer inquiries across multiple channels while fostering a collaborative team environment.

Highest-signal resume keywords
Customer Support ExperienceVerbal And Written Communication SkillsTechnical Expertise In PHP And LaravelKnowledge Of Web Application HostingFluency In English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
PHPLaravel FrameworkWeb Application HostingNginxDNSSSLMySQLRedisUbuntu Server ManagementCloud Computing Concepts
Soft Skills
EmpathyPatienceProfessionalismTeam CollaborationCustomer-First Mindset
Tools & Technologies
Plain Support Tool
Industry Keywords
Customer SuccessDeveloper ContentDeveloper RelationsTechnical ProductsMultichannel Support

Tech Stack

Tools & technologies
AWSCloudDNSLaravelMySQLPHPRedis

About the role

Key responsibilities & impact
  • Respond Quickly: Handle incoming tickets promptly, delivering clear and concise solutions to common customer inquiries.
  • Foster Positive Interactions: Communicate with professionalism, empathy, and friendliness to ensure customers feel valued and supported.
  • Triage Effectively: Identify which issues can be resolved immediately and which require escalation to Level 2 support.
  • Collaborate Proactively: Work with teammates to ensure a seamless hand-off for more complex technical issues.
  • Support Knowledge Sharing: Contribute to our knowledge base and improve saved replies to enhance efficiency and consistency.**
  • Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
  • Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases.
  • Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements.
  • Escalation Management: Escalating complex technical issues or bug reports to Level 2 support or the engineering team.
  • Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment.
  • Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support.
  • Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support.

Requirements

What you’ll need
  • At least **2 years of experience** in customer support, customer success, or a similar role, supporting technical products.
  • Exceptional **verbal and written communication skills**, with the ability to convey complex ideas clearly and effectively.
  • A **customer-first mindset** with demonstrated patience, empathy, and a genuine desire to help.
  • Experience in **developer content** or **developer relations** is a strong plus, showcasing your ability to effectively engage with a developer audience.
  • Fluency in **English** is required, and proficiency in additional languages is highly desirable to better serve our global customer base.
  • **Technical Expertise**
  • Knowledge of **PHP** and the **Laravel** **framework**.
  • Solid understanding of **web application hosting** and infrastructure.
  • Solid knowledge and experience with installing and troubleshooting technologies such as N**ginx, DNS, SSL, PHP, MySQL,** and **Redis**.
  • Familiarity with **Ubuntu server management** and debugging processes is a bonus.
  • Understanding of **cloud computing concepts** and providers; experience with **AWS** is a bonus.
  • **All applications, including resumes and cover letters, must be submitted in English. **Applications in other languages will not be considered.

Benefits

Comp & perks
  • 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