Technical Support Engineer
Virtuozzo
DockerKubernetesLinuxOpenStack
Technical Support Engineer – APAC
Laravel
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇾 Malaysia
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
AWSCloudDNSLaravelMySQLNGINXPHPRedis
About the role
- 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.
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.
- 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.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportcustomer successweb application hostingNginxDNSSSLPHPMySQLRedisLaravel
Soft skills
verbal communicationwritten communicationempathypatiencecustomer-first mindsetproblem-solvingteam collaborationadaptabilitysupportive environmentfirst-contact resolution
