Laravel

Support Engineer

• Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
• Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases.
• Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements.
• Recognize and escalate issues that require higher-level intervention, ensuring seamless hand-offs and quick resolutions.
• 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 and high-quality support.
• While email is our primary channel, be adaptable to future support methods, including chat and phone support.

Technical Support Engineer – APAC

• - 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.