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Technical Support Engineer (APAC)

Technical Support Engineer (APAC)

LaravelPasir Panjang, Negeri Sembilan, Malaysia
20 hari lalu
Penerangan pekerjaan

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

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