Technical Support Engineer (EU)

Description

You know that feeling when you're stuck on a problem at 11pm, you fire off a support ticket expecting a generic response, and instead someone actually gets it — they understand what you're building, they know the tools, and they help you fix it? That's the job.

Laravel is looking for a Technical Support Engineer based in Europe (CET hours) to join our Customer Success & Support team. You'll be the person developers turn to when things break, when configs don't behave, when deployments go sideways, and when they just need someone who speaks their language to help them get unstuck.

This isn't a call-centre role with scripts. This is real technical problem-solving across the full Laravel ecosystem — Forge, Vapor, Spark, Envoyer, Nova, and our newest products, Laravel Cloud and Nightwatch. You'll be SSH-ing into servers, reading logs, debugging Nginx configs, tracing PHP errors, and untangling DNS issues. If that sounds like a good day at work to you, keep reading.

Why This Role Exists

Laravel has 210M+ lifetime downloads and a developer community that genuinely loves the framework. That community deserves support that matches the quality of the tools. Our support team isn't a cost centre — it's a competitive advantage. Developers remember how they were treated when things went wrong, and we want every one of those memories to be a good one.

As we grow, particularly with the launch of Laravel Cloud and Nightwatch, the surface area of what developers need help with is expanding. We need someone who can handle that breadth with technical depth and genuine care.

What You'll Actually Do

Your day-to-day will revolve around our support queue in Plain (our ticketing tool). You'll triage incoming tickets, prioritise based on severity and SLA requirements, and work through each one with the goal of resolving it in your first response. When that's not possible — because the issue is genuinely complex — you'll dig deeper, escalate cleanly, and keep the customer informed throughout.

Beyond ticket resolution, you'll be identifying patterns: bugs that need reporting, features that keep getting requested, documentation gaps that cause repeat tickets. You'll work directly with the wider team to surface these insights and contribute to the knowledge base so the whole team benefits from what you learn.

The specifics:

• Manage and resolve incoming support tickets with speed, accuracy, and empathy
• Debug real technical issues — in terminals, on servers, in configurations
• Hit and maintain a 96%+ customer satisfaction rating
• Resolve 80% of tickets within the first response
• Meet 100% of our SLA commitments
• Document bugs and feature requests with enough detail that engineering can act on them
• Contribute improvements to our knowledge base and saved replies
• Adapt to our ever-changing methods and channels of communication with our customers

About Laravel

Laravel is the most popular PHP framework in the world — 210M+ lifetime downloads, a passionate global developer community, and a reputation for making developers productive and happy. We're 100+ people, majority engineers, backed by Accel ($57M Series A). The support team plays a crucial role in shaping our products — your insights and feedback directly influence what gets built.

Requirements

Who This Is For

You've been doing technical support for at least a couple of years and you're good at it — not because you're tolerating it, but because you've found that helping developers solve hard problems is genuinely satisfying work. You know your way around a Linux server. You can identify errors, have a solid knowledge for configuring commonly used services and understand the technical aspects of infrastructure, required to serve applications at scale, and explain what went wrong in plain English. You know PHP. You know Laravel (or at least parts of it). And you're looking for a role where your technical skills and your people skills both matter equally.

Specifically:

• 2+ years in technical support, customer success, or a similar role with technical products
• Strong written communication — clear, warm, patient, professional
• Comfortable in a terminal: Nginx, DNS, SSL, PHP, MySQL, Redis, Ubuntu
• Knowledge of PHP and the Laravel framework
• Familiarity with at least one or two Laravel ecosystem products (Forge, Vapor, Spark, Envoyer, Nova)
• Fluent in English
• Understanding of web hosting, infrastructure, and cloud concepts
• Experience in developer content or developer relations is a plus

Who This Is Not For

We want to be upfront about this. If you're a junior developer looking for a way into Laravel's engineering team, this isn't your path. We've seen this pattern before, and it doesn't work for anyone — the person ends up frustrated because they want to be writing framework code, and the team ends up with someone whose heart isn't in the support work.

This role is Customer Support. It's technical, it's challenging, and it's deeply important to Laravel. But it is support. The right person is someone who sees that as the destination, not a layover. If you light up when you help someone solve a tricky deployment issue, if you get satisfaction from turning a frustrated developer into a happy one, if you want to build a career in technical support with a company whose tools you believe in — that's who we're looking for.

All applications, including CVs and cover letters, must be submitted in English.

Benefits

• Fully remote, globally distributed team
• Option to attend Laracon conferences around the world
• Paid time off (vacation, sick leave, public holidays)
• Family leave (maternity, paternity)
• Company equity
• Access to high quality training tools to ensure you are enabled to be the best you can be.
• Welcome kit with custom Laravel swag