Technical Support Engineer (APAC)

2+ years of experience in customer support, customer success, or similar. Exceptional verbal and written communication skills. Customer-first mindset with patience and empathy. Experience in developer content or developer relations is a plus. Fluency in English. Solid understanding of web application hosting and infrastructure. Proficiency in Nginx, DNS, SSL, PHP, MySQL, and Redis. Comfortable working in a terminal environment. Familiarity with Ubuntu server management and debugging. Knowledge of PHP and the Laravel framework. Understanding of cloud computing concepts. Familiarity with Laravel ecosystem tools like Forge, Cloud, Nightwatch, Vapor, Spark, Envoyer, and Nova is valued.

Triage, prioritize, and manage incoming support tickets. Provide empathetic and effective solutions to customer inquiries. Document software bugs or feature requests. Escalate issues requiring higher-level intervention. Collaborate with teammates to resolve complex customer issues. Contribute to and utilize the knowledge base. Adapt to future support methods (chat, phone).