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 deeply investigating WordPress and platform issues for enterprise clients and agencies, performing advanced troubleshooting, collaborating with internal teams, and interacting with customers via email and live chat. The ideal candidate possesses expert-level WordPress knowledge, advanced skills in diagnosing performance issues, and a strong understanding of web technologies. Pressable offers competitive benefits, including health insurance, retirement matching, life and disability insurance, remote work options, an open vacation policy, and professional development opportunities.

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 - Leverage tools such as Grafana to investigate issues. Understand performance bottlenecks such as slow queries, caching issues, and excessive admin-ajax usage. Propose optimizations and changes to improve performance
• Understand WordPress security issues. Identify indicators of compromise, investigate, and identify potential entry points/causes of compromise leveraging tools like Grafana. 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

Understand 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