PHP
Angular
Laravel
Technical Support Engineer (APAC/US)
Overview
Hospitable.com is seeking a Technical Support Engineer to bridge the gap between Customer Support and Engineering teams, focusing on enhancing user experiences.
Job Description
We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. We believe that everyone, no matter their background in work, life, culture or experiences has the ability to be exceptional. We seek exceptional people. We are bold, like risks, and take on big challenges together. Our customers love the product, provide valuable feedback, and trust us to rapidly help them with more of their problems.
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
Required Skills
- - 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
Benefits
- - A supportive and caring team environment, where you are trusted, not managed
- - 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
- - 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
- - Recognized on Inc.’s list of Best Workplaces for 2023
About the company
Best vacation rental software in 2023 and 2024. Whether you use Airbnb, Vrbo, or Booking.com — Hospitable will help you automate.
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