Laravel

Backend Engineer

• Execute database migrations with enterprise and Private Cloud customers.
• Assume ownership of the PlanetScale relationship and migration work.
• Productise repeatable migration patterns.
• Automate recurring migration requests.
• Own broader app and service migrations in the gaps.
• Distribute what you learn.
• Keep the database offering competitive.

Database Migrations Engineer

Customer Support

• Respond Quickly: Handle incoming tickets promptly, delivering clear and concise solutions to common customer inquiries.
• Foster Positive Interactions: Communicate with professionalism, empathy, and friendliness to ensure customers feel valued and supported.
• Triage Effectively: Identify which issues can be resolved immediately and which require escalation to Level 2 support.
• Collaborate Proactively: Work with teammates to ensure a seamless hand-off for more complex technical issues.
• Support Knowledge Sharing: Contribute to our knowledge base and improve saved replies to enhance efficiency and consistency.**
• Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
• Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases.
• Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements.
• Escalation Management: Escalating complex technical issues or bug reports to Level 2 support or the engineering team.
• Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment.
• Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support.
• Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support.

Product Support Agent

Solutions Engineer

• Accelerate the sales motion. You lead the technical charge to win new business. This means running discovery with CTOs, mapping complex application ecosystems and hosting needs to our platform, and delivering high-fidelity solution designs and estimates.
• Serve as a technical authority. Through demos and architecture deep-dives, you show how Laravel Cloud handles performance and security at scale. You win the respect of engineering teams by solving for their hardest requirements.
• Lead evaluations and production pilots. You own the hands-on technical journey, from provisioning trial environments and benchmarking data to coaching customer teams for a seamless production rollout.
• Guide the buying journey. You translate technical success into business ROI for leadership. You manage security reviews and procurement hurdles, partnering with your AE to keep the commercial and technical threads aligned.
• Influence the platform. You turn field insights into actionable product feedback. Beyond the deal, you represent Laravel in the community by speaking at events, writing technical content, and engaging on livestreams.
• Iterate and build. You create the tools and processes that will scale our sales operations. You thrive on turning the unknown into a repeatable, high-performing function.

• Own products end-to-end. Take an area of Laravel Cloud from conception to launch — discovery, prioritization, and shipping — and know it better than anyone in the company.
• Partner closely with engineering. Define scope and appetite together with engineering, bringing the why, the who, and the when while the team owns the how.
• Stay close to customers. Talk to customers regularly — enterprise calls, community signal, direct interviews — and let what you learn drive prioritization.
• Be data-driven on outcomes. “We shipped it” isn’t the finish line — adoption is. Track how features are adopted and used, and prioritize based on what the data says.
• Be the connective tissue. Brief marketing and sales ahead of launches and own the holistic experience, so your area feels coherent, not just complete.

Database Migrations Engineer

Product Support Agent

Solutions Engineer

Product Manager, Laravel Cloud