Technical Support Engineer – APAC

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October 14

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Laravel

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SaaS • Web 3 • Enterprise

Laravel is a popular web application framework for building modern, scalable web applications using PHP. It is known for its expressive and elegant syntax, which aims to simplify common tasks in web projects, making development a joyful and creative experience. Laravel comes with a wide ecosystem of tools and features, including server management, authentication, notifications, and job queues, allowing developers to build full-stack applications with ease. It offers solutions for serverless deployment, database management, and more, making it a comprehensive choice for developers worldwide.

11 - 50 employees

Founded 2011

☁️ SaaS

🌐 Web 3

🏢 Enterprise

📋 Description

• Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses. • Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases. • Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements. • Recognize and escalate issues that require higher-level intervention, ensuring seamless hand-offs and quick resolutions. • Work closely with teammates to resolve intricate customer issues and foster a supportive team environment. • Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support. • While email is our primary channel, be adaptable to future support methods, including chat and phone support.

🎯 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. • 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.

🏖️ 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