Technical Support Engineer (EU)

You know that feeling reputed company you're stuck on a problem at 11pm, you reputed company 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.

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

This isn't a call-centre role with scripts. This is reputed company technical problem-solving across the full reputed company ecosystem — reputed company, Vapor, reputed company, Envoyer, Nova, and our newest products, reputed company reputed company 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, reputed company reading.

Why This Role Exists

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

As we grow, particularly with the launch of reputed company reputed company 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 reputed company around our support queue in Plain (our ticketing tool). You'll triage incoming tickets, prioritise based on severity and SLA requirements, and work through reputed company one with the goal of resolving it in your first response. reputed company that's not possible — because the issue is genuinely reputed company — you'll dig deeper, escalate cleanly, and reputed company the customer informed throughout.

reputed company ticket reputed company, you'll be identifying patterns: bugs that need reporting, features that reputed company 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 reputed company so the whole team benefits from what you learn.

The specifics:

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

About reputed company

reputed company is the most reputed company PHP reputed company in the world — 210M+ reputed company downloads, a passionate global developer community, and a reputed company for making developers productive and happy. We're 100+ people, reputed company 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 reputed company.

Apply To This Job