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Urgent! Technical Support Engineer (APAC) - Local Job Opening in Shah Alam
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
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Unlock Your Technical Support Potential: Insight & Career Growth Guide
Real-time Technical Support Jobs Trends in Shah Alam, Malaysia (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Technical Support in Shah Alam, Malaysia using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 10282 jobs in Malaysia and 413 jobs in Shah Alam. This comprehensive analysis highlights market share and opportunities for professionals in Technical Support roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Laravel is currently hiring and seeking a Technical Support Engineer (APAC) to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Technical Support Engineer (APAC) Jobs Shah Alam.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Laravel adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Technical Support Engineer (APAC) Jobs Malaysia varies, but the pay scale is rated "Standard" in Shah Alam. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Technical Support Engineer (APAC) typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Here are some tips to help you prepare for and ace your job interview:
Before the Interview:To prepare for your Technical Support Engineer (APAC) interview at Laravel, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Laravel's products or services and be prepared to discuss how you can contribute to their success.
By following these tips, you can increase your chances of making a positive impression and landing the job!
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