Technical Support Engineer

Summary

Join Hospitable.com as a Technical Support Engineer, bridging our Customer Support and Engineering teams. You will leverage technical expertise and customer advocacy to conduct technical investigations, build tools to enhance support, and create comprehensive documentation. This role is perfect for a Laravel engineer seeking a customer-focused position or a support professional with technical skills. You will design, build, and maintain tools using Laravel and Laravel Nova, develop automated workflows, and collaborate with various teams to improve products based on customer feedback. Hospitable.com is a remote-only company, and the ideal candidate would work within APAC or US time zones. The total budget for this role is between US$81,000 and US$107,236, depending on location.

Requirements

• Proven experience with PHP and Laravel, either via employment as an engineer or work outside of your day job
• Experience with customer support platforms, e.g. Intercom
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues
• 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 improving user experiences

Responsibilities

• Design, build, and maintain tools using Laravel and Laravel Nova to improve the efficiency and effectiveness of our Customer Support team
• Develop and manage automated workflows within our customer support platform (e.g. Intercom Fin actions) to optimize support operations
• 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 advanced technical issues escalated from support
• Work closely with Product, Engineering, Sales and Customer Success teams to identify opportunities for product improvements based on customer feedback and support trends

Benefits

• The total budget for this role is within US$81,000 - US$107,236.00 depending on the cost of living in your location
• We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation
• We also offer an extra incentive into our equity with RSUs (through our $HOST token )
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave
• For US employees: healthcare (including EPO, PPO and HSA), 401(k)
• Mental-health and emotional support with therapists on call through Slack