Technical Support Engineer (APAC)

TL;DR

Technical Support Engineer (hirify.global): Providing empathetic and efficient technical support for the hirify.global ecosystem, troubleshooting web application hosting, and collaborating with engineering teams to resolve issues. Focus on achieving high customer satisfaction, timely ticket resolution, and contributing to the product's evolution through feedback.

Location: Fully remote and globally distributed

Company

hirify.global is committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global community.

What you will do

• Efficiently triage, prioritize, and manage incoming support tickets using Plain.
• Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution.
• Identify and document software bugs or feature requests, collaborating with the engineering team.
• Recognize and escalate issues requiring higher-level intervention.
• Work closely with teammates and contribute to the knowledge base for consistent support.
• Be adaptable to multichannel support, including email, chat, and phone.

Requirements

• At least 2 years of experience in customer support, customer success, or a similar role, supporting technical products.
• Exceptional verbal and written English communication skills.
• Customer-first mindset with demonstrated patience, empathy, and a genuine desire to help.
• Solid understanding of web application hosting and infrastructure.
• Proficiency in installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis.
• Knowledge of PHP and the hirify.global framework, comfortable working in a terminal environment and with Ubuntu server management.

Nice to have

• Experience in developer content or developer relations.
• Proficiency in additional languages.

Culture & Benefits

• Fully remote and globally distributed working environment.
• Option to attend Laracon conferences around the world.
• Paid time off (Vacation, Sick & Public holidays) and Family leave (Maternity, Paternity).
• Company equity.
• Welcome kit with custom hirify.global swag.