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Technical Support Engineer (EU)

LaravelRemote — Prague, Prague, Czechia
Remote Full-time $57K/yr - $57K/yr

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Experience Level

Experience

Qualifications

To excel in this role, you should possess:Strong technical troubleshooting skills across the Laravel ecosystem. Experience with server management, SSH, and debugging PHP applications. Proficiency in reading and interpreting log files and configuration settings. Excellent communication skills, both written and verbal, with a knack for explaining complex issues in simple terms. A customer-centric mindset with the ability to empathize with developers' challenges.

About the job

Laravel seeks a Technical Support Engineer based in the Central European Time (CET) zone to join the Customer Success & Support team. This remote position centers on helping developers overcome technical issues across the Laravel ecosystem, including Forge, Vapor, Spark, Envoyer, Nova, Laravel Cloud, and Nightwatch.

Role Overview

This role goes beyond scripted responses. It involves hands-on troubleshooting and technical guidance for developers. Expect to work directly with servers using SSH, analyze logs, debug Nginx configurations, trace PHP errors, and resolve DNS problems. Each day brings new challenges, and every interaction shapes the developer experience with Laravel.

Why This Role Matters

Laravel supports a vibrant developer community, with over 210 million downloads to date. The support team plays a key role in ensuring developers receive thoughtful, accurate help when they need it most. As Laravel expands its product suite, including Laravel Cloud and Nightwatch, the variety of technical questions continues to grow. The team values both technical skill and empathy in every customer interaction.

What You Will Do

  • Manage and resolve support tickets using Plain, the team’s ticketing system.
  • Triage requests, prioritize by severity and SLA, and aim for first-contact resolution.
  • Investigate complex technical issues, escalate when needed, and keep customers informed throughout.
  • Debug issues in terminals, on servers, and within various configurations.
  • Identify recurring bugs, frequently requested features, and documentation gaps, and share these insights with the wider team.
  • Help improve the knowledge base and refine pre-prepared responses for future support.

Success Metrics

  • Maintain a customer satisfaction rating of 96% or higher.
  • Resolve 80% of tickets on the first response.
  • Meet 100% of SLA commitments.
  • Document bugs and feature requests thoroughly for engineering review.

This position is fully remote, with a preference for candidates in Prague or within the CET timezone.

About Laravel

Laravel is a leading framework known for its elegant syntax and powerful features, fostering a vibrant community of developers. Our commitment to quality and developer success is at the heart of everything we do, and we are dedicated to providing unparalleled support to our users.

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