Technical Support Engineer
Pressable
WorldwideremotePosted 1 month ago
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)
- Open vacation policy (no set number of days per year)
- Work from home with home office setup and coworking allowances
- Candidates must be located in Latin America
- Requires expert-level WordPress knowledge and advanced troubleshooting skills
- AI fluency required as a daily accelerant for log analysis and diagnostics
Role overview
Pressable, a world-class managed WordPress hosting provider and subsidiary of Automattic, is seeking an experienced WordPress & Hosting expert to join their Customer Support Team. This technical role focuses on investigating highly technical WordPress and hosting-related questions and issues for high-touch enterprise clients and agencies, while delivering the fast, friendly, and helpful support experience Pressable customers love. The ideal candidate is a self-driven problem solver and lifelong learner who thrives in complex troubleshooting environments.
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 — understanding how to leverage AI for log analysis and performance diagnostics while exercising sound judgment to verify outputs, viewing AI as a tool to augment expertise rather than 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
- The role reports to Customer Support leadership and works closely with cross-functional partners across Pressable and Automattic
- Pressable was founded in 2008 and is a subsidiary of Automattic; the vast majority of their work is available under the GPL
- Currently looking for candidates in Latin America only
- Salary range: $25,000-$40,000 USD; pay will be made in local currency
- Pay may go beyond the stated range for high-caliber candidates with the skills and qualities to have a net positive for Automattic
- Pressable offers industry-leading performance, 24/7 expert support, an award-winning control panel, advanced developer tools, and seamless integrations with WooCommerce and Jetpack
- Originally posted on Himalayas
- Automattic is a Most Loved Company and an Equal Opportunity employer
- Disability-related accommodations are available during the application or interview process via a provided form
- Privacy Policy is available for understanding how candidate data is handled