Support Engineer

Summary

Join Kinsta, a top-managed WordPress hosting company, as a Support Engineer and provide world-class technical support to our customers through our live chat system. You will take ownership of customer issues, research solutions, and escalate unresolved problems. This role requires fluency in English, excellent communication skills, and online customer service experience. The position operates on a 2 PM—10 PM UTC shift. Kinsta offers a remote-first environment and various benefits including a remote expense budget, flexible PTO, paid parental leave, and professional development opportunities.

Requirements

• You are completely fluent in English with excellent written communication skills
• Great customer service skills with online customer service experience

Responsibilities

• Take ownership of issues reported by customers and see problems through to resolution
• Research, troubleshoot, and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Crave knowledge and continue to hone and improve your own technical and non-technical skills

Preferred Qualifications

• Have experience with the following technologies: Linux, NGINX, MySQL/MariaDB, PHP, DNS, CDN, and caching (object and page)
• Have an understanding of WordPress: database structure, file/directory structure, wp-config.php directives, and other common WordPress topics. Experience with WP-CLI is preferable
• Are comfortable navigating within a command line environment, including file management, reading and interpreting server logs, and attention to detail with command line syntax
• Have familiarity with Cloudflare, Buildpacks, Dockerfiles, third-party Git repository services (such as GitHub, GitLab, and Bitbucket), npm, or Composer is beneficial

Benefits

• Annual remote expense budget
• Flexible PTO
• Paid parental leave
• Annual professional development budget: available after one year with Kinsta
• Sabbatical: available after three years with Kinsta (and every three years thereafter)
• Location-specific healthcare benefits (includes vision and dental) for employees hired in the USA, UK, and Hungary
• Pension plan for employees hired in the UK, and 401k contributions for employees hired in the USA