Laravel is looking for a Technical Support Engineer (APAC) to deliver exceptional support to our global community of developers. You will be a key part of our Customer Success and Support team, directly helping users build and maintain their web applications powered by our tools.
What You'll Do
- Use our support tool to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
- Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution.
- Identify and document software bugs or feature requests, collaborating with the engineering team.
- Recognize and escalate issues that require higher-level intervention, ensuring seamless hand-offs.
- 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, high-quality support.
- Be adaptable to future support methods, including chat and phone support, while email is the primary channel.
What We're Looking For
- 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.
- A customer-first mindset with demonstrated patience, empathy, and a genuine desire to help.
- Fluency in English is required.
- 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.
Nice to Have
- Experience in developer content or developer relations.
- Proficiency in additional languages is highly desirable.
- Experience with AWS is a bonus.
- Hands-on knowledge of the Laravel ecosystem, including tools like Forge, Cloud, Nightwatch, Vapor, Spark, Envoyer, and Nova. Familiarity with at least one or two is highly valued.
Technical Stack
- Nginx, DNS, SSL, PHP, MySQL, Redis
- Ubuntu, AWS
- Laravel, Forge, Cloud, Nightwatch, Vapor, Spark, Envoyer, Nova
Team & Environment
You will join our Customer Success and Support team, working closely with teammates to provide a supportive and collaborative environment.
Benefits & Compensation
- 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
Work Mode
This is a fully remote position open to candidates in the APAC region.
Laravel is committed to creating a supportive and inclusive global community.
