Support Engineer, WordPress VIP

October 8

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💰 Funding Round on 2021-05

Description

• Maintaining the quality, accuracy, and thoroughness that is part of our high-touch, concierge, technical support. • Helping customers and teammates via tickets and real-time discussions using a variety of research, debugging, tools, processes, detailed error reporting, and documentation. • Solving tough problems with customer sites, themes, and platform tools that often deal with edge cases and WordPress internals at scale. • Handling fast-moving situations and one-off projects involving complex dependencies, multiple partners, and tight timeframes. • Observing and relaying chances to make our platform, services, and overall offering more appealing. • Building and updating internal and customer-facing documentation.

Requirements

• Excellent communication skills. • Self-motivated work ethic. • Curiosity and the desire to learn. • Proficiency and eloquence in written English. • Deep knowledge of WordPress and the underlying code. • A strong understanding of the Web; including familiarity with HTML, CSS, PHP, JavaScript, REST APIs, HTTP, DNS, and SVN or Git. • Experience working primarily in a customer-facing role, including support and training. • Superb troubleshooting skills that help you take big problems and break them down into manageable pieces with elegant solutions. • Understanding of issues around scalability and performance. • Exposure to monitoring tools such as Kibana and New Relic.

Benefits

• Flexible, remote work arrangements allowing our team members to work when and where they feel best.