Technical Support Engineer

Summary

Join Pressable, a WordPress hosting provider within Automattic, as a WordPress expert focusing on performance and troubleshooting. This full-time role involves supporting enterprise clients and agencies by deeply investigating WordPress and platform-related issues. You will perform advanced troubleshooting for performance problems, communicate with other teams, and interact with customers via email and live chat. The ideal candidate possesses expert-level WordPress knowledge, advanced skills in performance issue investigation, and understanding of web technologies. This role offers a competitive salary, excellent benefits, and the opportunity to contribute to a positive customer experience.

Requirements

• Be an expert in WordPress, its inner workings, common and advanced issues, community, and proper use cases
• Have an advanced foundation in investigating WordPress performance issues - Can leverage tools such as Grafana to investigate issues. Understanding of performance bottlenecks such as slow queries, caching issues, and excessive admin-ajax usage. Can propose optimizations and changes to improve performance
• Understand WordPress security issues. Can identify indicators of compromise, investigate, and identify potential entry points/causes of compromise leveraging tools like Grafana. Ability to identify threats and escalate accordingly
• Understand core web technology, such as HTTP request methods, especially in relation to WordPress, security, and caching
• Have an understanding and ability to leverage browser developer tools
• Have knowledge and experience with common web technologies, including PHP, HTML, JavaScript, CSS, and Git. Be comfortable working with and solving problems with PHP code
• Have an eagerness to learn and the ability to adapt, allowing you to teach others. Be a lifelong learner
• Have a self-driven work ethic. Be a self-starter who loves taking initiative and seeing things through to completion

Responsibilities

• Deeply dive into WordPress and platform-related questions and issues for high-touch enterprise clients and agencies
• Perform advanced troubleshooting for WordPress and platform-related issues
• Perform advanced troubleshooting for WordPress performance issues
• Communicate and work with other teams and disciplines within Pressable & Automattic
• Interact with existing and potential customers by responding to WordPress- and platform-related inquiries through email-based tickets and live chats

Preferred Qualifications

Understanding of HTTP status codes, redirects, cookies, headers, CSP, HSTS, and CORS

Benefits

• Health Benefits for US-based staff (99% Paid Employee Medical, Dental, and Vision)
• Matching 401(k) for US-based staff
• Life and Disability Insurance for US-based staff (100% Paid Life, & LTD)
• Work from home with home office setup and coworking allowances
• Open vacation policy (no set number of days per year)
• Hardware and software, books or conferences that promote continued learning