Technical Support Engineer (APAC)

LaravelSubang Jaya, Selangor, Malaysia

7 days ago

Job description

6 days ago Be among the first 25 applicants

At Laravel, we are committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global community. By joining our team, you'll play a pivotal role in helping developers succeed and thrive in their work.

Customer Success & Support at Laravel

Resolve Issues Efficiently : Tackle customer challenges with speed and precision, delivering effective solutions that keep projects moving forward
Foster Positive Relationships : Communicate with warmth, professionalism, and a genuine desire to assist
Apply Technical Expertise : Dive deep into complex technical issues, leveraging our knowledge to troubleshoot and guide customers to success
Empathize and Support : Truly listen to customers, understanding their unique needs and ensuring they feel valued and supported.

The Role

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 : Recognize and escalate issues that require higher‑level intervention, ensuring seamless hand‑offs and quick resolutions

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

Success Metrics

Maintaining a 96%+ customer satisfaction rating

Resolving 80% of tickets within the first response

Meeting 100% of SLA commitments, ensuring timely responses and resolutions in line with our service level agreements

Requirements

At least 2 years of experience in customer support, customer success, or a similar role, supporting technical products

Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and effectively

A customer‑first mindset with demonstrated patience, empathy, and a genuine desire to help

Experience in developer content or developer relations is a strong plus, showcasing your ability to effectively engage with a developer audience

Fluency in English is required, and proficiency in additional languages is highly desirable to better serve our global customer base

Technical Expertise

Solid understanding of web application hosting and infrastructure

Proficiency in installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis

Comfortable working in a terminal environment to resolve customer issues directly on their servers

Familiarity with Ubuntu server management and debugging processes

Knowledge of PHP and the Laravel framework

Understanding of cloud computing concepts and providers; experience with AWS is a bonus

All applications, including resumes and cover letters, must be submitted in English. Applications in other languages will not be considered.

Benefits

Fully remote and globally distributed working environment

Option to attend Laracon conferences around the world

Paid time off (Vacation, Sick & Public holidays)

Family leave (Maternity, Paternity)

Company equity

Welcome kit with custom Laravel swag

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Customer Service

IT Services and IT Consulting

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

#J-18808-Ljbffr

Create a job alert for this search

Technical Support Engineer • Subang Jaya, Selangor, Malaysia

Related jobs

Promoted

Technical Support Engineer

HachPetaling Jaya, Selangor, Malaysia

Hach Malaysia (100% subsidiary of Veralto).Veralto launched in October 2023, is a $5 billion global leader in essential technologies with a bold vision for creating enduring positive impact for the...Show moreLast updated: 25 days ago

Promoted

Technical Support Engineer

Ant InternationalKuala Lumpur, Kuala Lumpur, Malaysia

Ant International is a global digital payment, digitisation and financial technology provider with headquarters in Singapore and operations across Asia, Europe, the Middle East and Latin America.Ou...Show moreLast updated: 30+ days ago

Promoted

Technical Support Engineer

VirtuozzoCyberjaya, Selangor, Malaysia

Virtuozzo is a leading innovator in virtualization and cloud infrastructure solutions, empowering service providers worldwide to build and manage any cloud—private, public, or hybrid—efficiently an...Show moreLast updated: 25 days ago

Promoted

Technical Support Engineer

LuxoftKuala Lumpur, Kuala Lumpur, Malaysia

Direct message the job poster from Luxoft.Our Client, a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and ...Show moreLast updated: 30+ days ago

Promoted

Technical Support Engineer

MayAir Manufacturing Sdn.Bhd.Kajang Municipal Council, Selangor, Malaysia

The selected candidate will be responsible for providing technical support, product design, and managing Bill of Materials (BOM) calculations. Perform BOM calculations based on orders and input data...Show moreLast updated: 29 days ago

Promoted

Technical Support Engineer

TeltonikaKuala Lumpur, Kuala Lumpur, Malaysia

Teltonika Telematics is constantly growing and looking for a proactive.In this role, you will play a key part in supporting our clients and colleagues by solving technical challenges, providing tra...Show moreLast updated: 21 days ago

Promoted

Senior Escalation Enterprise Technical Support Engineer

InfobloxKuala Lumpur, Kuala Lumpur, Malaysia

Senior Escalation Enterprise Technical Support Engineer.Infoblox Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia. At Infoblox, every breakthrough begins with a bold “what if.What if your i...Show moreLast updated: 21 days ago

Promoted

Global Technical Support Engineer - Kuala Lumpur Based (6 Month Contract Role)

AgodaKuala Lumpur, Kuala Lumpur, Malaysia

Global Technical Support Engineer - Kuala Lumpur Based (6 Month Contract Role).Agoda Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia. Agoda is an online travel booking platform for accommo...Show moreLast updated: 24 days ago

Promoted

L3 Technical Support Engineer

LuxoftKuala Lumpur, Kuala Lumpur, Malaysia

Our Client, a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe, and North America, is looking for Consultants...Show moreLast updated: 30+ days ago

Promoted

Escalation Enterprise Technical Support Engineer

InfobloxKuala Lumpur, Kuala Lumpur, Malaysia

Escalation Enterprise Technical Support Engineer.Infoblox Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.Escalation Enterprise Technical Support Engineer to join the Support Operations t...Show moreLast updated: 27 days ago

Promoted

24 / 7 Technical Support Engineer L1 – L3

Wireless Logic LtdKuala Lumpur, Kuala Lumpur, Malaysia

Get AI-powered advice on this job and more exclusive features.Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the ...Show moreLast updated: 24 days ago

Promoted

L2 Technical Support Engineer

Dahua Technology Co. LTDKuala Lumpur, Kuala Lumpur, Malaysia

Provide L2 technical support to B2B and B2C customers, addressing their technical inquiries about products or services.Responsible for customers enquiries via phone, email, or online chat, respondi...Show moreLast updated: 14 days ago

Promoted

Technical Support Engineer (APAC)

LaravelKuala Lumpur, Kuala Lumpur, Malaysia

Be among the first 25 applicants.At Laravel, we are committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global commu...Show moreLast updated: 7 days ago

Promoted

Technical Support Engineer

MAYAIRKajang Municipal Council, Selangor, Malaysia

MAYAIR Bandar Teknologi Kajang, Selangor, Malaysia.The selected candidate will be responsible for providing technical support, product design, and managing Bill of Material (BOM) calculations.Perfo...Show moreLast updated: 30+ days ago

Promoted

Associate Technical Support Engineer

The Access GroupKuala Lumpur, Kuala Lumpur, Malaysia

Associate Technical Support Engineer page is loaded## Associate Technical Support Engineerremote type : Hybridlocations : Kuala Lumpur - GOCtime type : Full timeposted on : Posted Todayjob requ...Show moreLast updated: 30+ days ago

Promoted

Technical Support Engineer

The Access GroupKuala Lumpur, Kuala Lumpur, Malaysia

Technical Support Engineer page is loaded## Technical Support Engineerremote type : Hybridlocations : Kuala Lumpur - GOCtime type : Full timeposted on : Posted Todayjob requisition id : JR We’...Show moreLast updated: 30+ days ago

Promoted

Technical Support Engineer

NEXTLABS (MALAYSIA) SDN BHDKuala Lumpur, Kuala Lumpur, Malaysia

This job is all about helping customers solve tech problems! You might like this job because you’ll work with teams, create helpful resources, and build strong relationships while training others o...Show moreLast updated: 1 day ago

Promoted

Technical Support Engineer

WhiteCoat GlobalKuala Lumpur, Kuala Lumpur, Malaysia

WhiteCoat is a Singapore-headquartered omnichannel provider of integrated health and wellness services that serves as the first and single touchpoint for all care needs in Southeast Asia.Since laun...Show moreLast updated: 8 days ago