Technical Support Engineer (APAC)

Laravel; United States; Remote; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Fully remote working environment

Paid time off

Family leave

Company equity

Welcome kit with custom swag

Job summary

A leading software company in Australia seeks a Technical Support Engineer to provide exceptional customer support for its ecosystem. You will engage with developers, troubleshoot technical issues, and maintain high customer satisfaction. Required are at least 2 years of experience in similar roles and strong technical knowledge, particularly in web hosting and Laravel tools. Join a fully remote team committed to helping developers succeed.

Qualifications

• At least 2 years of experience in customer support for technical products.
• Exceptional verbal and written communication skills.
• A customer-first mindset with patience and empathy.
• Experience in developer content or relations is a strong plus.
• Fluency in English required; additional languages desirable.

Responsibilities

• Efficiently manage and respond to incoming support tickets.
• Provide empathetic solutions to customer inquiries, aiming for quick resolution.
• Identify and report software bugs and feature requests.
• Manage escalations that require higher-level intervention.
• Collaborate with team members to resolve customer issues.

Skills

Customer support experience

Technical troubleshooting

Effective communication

Empathy and patience

Understanding of web application hosting

Tools

Nginx

MySQL

PHP

Redis

Job description

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.

We're seeking experienced and empathetic Technical Support Engineers with hands‑on knowledge of the Laravel ecosystem, including tools like Forge, Cloud, Nightwatch, Vapor, Spark, Envoyer, and Nova. While expertise in all these products isn't required, familiarity with at least one or two is highly valued.

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 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 elevate 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 in this role is measured by:

• 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

Experience and Skills

• 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.