Remote Technical Support Lead

Summary

Join Pressable as a Technical Support Lead and partner with the Director of Support to craft customer experience. As an expert in WordPress, you'll handle complex issues, troubleshoot performance and security problems, and educate the CS team.

Requirements

• Expert in WordPress, its inner workings, common and advanced issues, community, and proper use cases
• 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
• Understanding of 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
• Understanding of core web technology such as HTTP request methods, especially in relation to WordPress, security, and caching
• An understanding of HTTP status codes, redirects, cookies, headers, CSP, HSTS, CORS also welcome
• Understanding and ability to leverage browser developer tools
• Knowledge and experience with common web technologies , including PHP, HTML, JavaScript, CSS, and Git. You are comfortable working with and solving problems with PHP code
• Eagerness to learn and the ability to adapt, allowing you to teach others. You are a lifelong learner
• Self-driven work ethic. You are 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
• Advanced troubleshooting for WordPress and platform-related issues
• Advanced troubleshooting for WordPress performance issues
• Writing and maintaining technical documentation, crafting blog posts, and contributing to the community of WordPress support around the globe
• Helping educate and teach the CS team to elevate the team’s technical skillset
• Communicating and working with other teams and disciplines within Pressable & Automattic
• Working with the Sales team to help them land Agency leads
• Interacting with existing and potential customers by responding to WordPress and platform-related inquiries through email-based tickets and live chats
• Helping customers troubleshoot DNS-related issues
• Migrating WordPress installs from other hosted providers to the Pressable platform
• Identifying and cleaning up malware-infected sites, providing advice, and preventing recurrence

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