Posted today · be early
Technical Support Engineer
Pressable
WorldwideremotePosted today
Skill Required
Technical-Support-EngineerWordPress-SupportCustomer-SupportWordPress-HostingHappiness-EngineeringSupport-EngineerCustomer-Support-EngineerService-Support-EngineerProduct-Support-EngineerTechnical-Customer-Service-EngineerTechnical LeadTechnical Support EngineertroubleshootingShopifyJavaScriptObservabilityWordPresssecurityJetpack ComposePrometheusDesign PatternsHTMLPHPCSSGitandGoAIFulltime
Key highlights
- Salary range: $25,000-$40,000 USD (paid in local currency)
- Remote work with home office setup and coworking allowances
- Open vacation policy (no set number of days per year)
- Expert-level WordPress & hosting troubleshooting required
- Experience with Grafana monitoring tools required
- Must be located in Latin America
Role overview
Pressable, a world-class managed WordPress hosting provider founded in 2010, seeks an experienced, motivated, and empathetic technical support professional to help them meet or exceed high standards in Customer Technical Support. This is a technical role for a self-driven problem solver who thrives in complex troubleshooting environments, designed to investigate highly technical WordPress and hosting-related questions and issues while providing fast, friendly, and helpful support to high-touch enterprise clients and agencies. The position involves collaborating with cross-functional partners across Pressable and Automattic to ensure a high-quality experience across all customer interactions.
Responsibilities
- Interacting with existing and potential customers by responding to WordPress and platform-related inquiries through live chats and email-based tickets.
- Deeply diving into WordPress and platform-related questions and issues for high-touch enterprise clients and agencies.
- Performing advanced troubleshooting for WordPress and platform-related issues.
- Executing advanced troubleshooting for WordPress performance issues and bottlenecks, such as slow queries, caching issues, and excessive admin-ajax usage.
- Leveraging monitoring tools such as Grafana to investigate performance trends and propose optimizations and changes to improve site performance.
- Investigating WordPress security issues, identifying indicators of compromise, and pinpointing potential entry points or causes using tools like Grafana.
- Identifying security threats and escalating them accordingly.
- Communicating and working collaboratively with other teams and disciplines within Pressable and Automattic.
- Teaching others and sharing knowledge across the team while continuously adapting to new technologies.
Requirements
- Expert-level knowledge of WordPress, its inner workings, common and advanced issues, community, and proper use cases.
- Advanced foundation in investigating WordPress performance issues, with an understanding of performance bottlenecks such as slow queries, caching issues, and excessive admin-ajax usage.
- Experience leveraging monitoring and diagnostic tools such as Grafana to investigate performance and security issues.
- Solid understanding of WordPress security issues, including the ability to identify indicators of compromise, investigate entry points, and escalate threats.
- Strong understanding of core web technologies, including HTTP request methods, status codes, cookies, headers, CSP, HSTS, and CORS, with a focus on their application to WordPress, security, and caching.
- Ability to leverage browser developer tools effectively.
- Proficiency in common web technologies (HTML, JavaScript, CSS, Git) with a specific, proven ability to troubleshoot and solve technical issues directly within PHP code.
- An eagerness to learn, adaptability, and the ability to teach others.
- Self-driven work ethic who loves taking initiative and seeing tasks through to completion.
- Excellent communication skills across both technical and non-technical audiences.
- Fluency with AI tools as a daily accelerant. You understand how to leverage AI for log analysis and performance diagnostics while exercising sound judgment to verify outputs. You view AI as a tool to augment your expertise, not replace it.
Nice to have
- Experience supporting agencies, developers, enterprise clients, or infrastructure-aware customers.
- Prior experience in a high-touch customer success or technical support environment handling tickets and live chat.
- Familiarity with Automattic's ecosystem, including Automattic for Agencies (A4A) and the wp.cloud platform.
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 a 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.
Additional details
- This is a technical role designed for a self-driven problem solver and lifelong learner who thrives in complex troubleshooting environments.
- You will report to Customer Support leadership and work closely with cross-functional partners across Pressable and Automattic to ensure a high-quality experience across all customer interactions.
- We are currently looking for candidates in Latin America only.
- Salary range: $25,000-$40,000 USD. Please note that whilst salary ranges are presented here in USD, we will pay in local currency.
- We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated.
- Pressable is a subsidiary of Automattic. We believe in Open Source, and the vast majority of our work is available under the GPL.
- Automattic is a Most Loved Company and an Equal Opportunity employer.
- If you need disability-related accommodations during the application or interview process, please fill out this form.
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