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It Support Engineer {Fully Remote}

June 23, 2026

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 technica

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...