Technical Support Engineer (APAC)

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