Technical Support Engineer

Summary

Join the Pressable Customer Success Team as a WordPress expert with advanced performance and troubleshooting skills. Deeply dive into WordPress and platform-related issues for enterprise clients and agencies. Perform advanced troubleshooting for WordPress and platform performance issues. Collaborate with other teams within Pressable & Automattic. Interact with customers via email and live chat, responding to inquiries. Leverage tools like Grafana to investigate performance bottlenecks and security issues. Propose optimizations and changes to improve performance and security. This role requires expertise in WordPress, its inner workings, and common/advanced issues.

Requirements

• You are an expert in WordPress, its inner workings, common and advanced issues, community, and proper use cases
• You are well-versed in your craft and able to handle complex issues
• You 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
• You are comfortable working with and solving problems with PHP code
• Have an eagerness to learn and the ability to adapt, allowing you to teach others
• You are a lifelong learner
• Have a self-driven work ethic
• You are a self-starter who loves taking initiative and seeing things through to completion

Responsibilities

• Deeply diving 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
• Communicating and working with other teams and disciplines within Pressable & Automattic
• Interacting 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 is also welcome