Platform Support Specialist – Customer-First, EU/US

WP Engine, Inc.; Ireland; Remote; EUR 32,000 - 52,000; Full time

Job summary

WP Engine, Inc. is seeking a Platform Support Technician to lead our customer support function within the Security Operations team and act as the first point of contact for queries from users of our platform.

You will triage, escalate when needed, and advocate for the user, ensuring a smooth, efficient journey through each customer interaction while collaborating with managers and team leads across Europe and the US.

Qualifications

• Excellent interpersonal skills.
• Excellent English written and oral communication skills.
• Customer service oriented.
• Ability to manage and prioritize multiple tasks.
• Ability to work on your own initiative and within a larger team.
• Ability to learn and see common trends in data.
• Reasonable flexibility with working hours (some out-of-hours involvement may be required).
• Knowledge and interest in information security.
• Must be eligible to work in the EU.

Responsibilities

• Be the first point of contact to our diverse customer base, via email and phone.
• Triage support queries and elevate to the relevant team where required.
• Become a champion for the user by proactively identifying defects or enhancements in key areas of the user platform.
• Take responsibility to ensure a successful customer support experience.
• Be flexible to support customers in Europe and the US.
• Work as part of a dynamic team in a collaborative environment.
• Assist in and suggest any review, update, testing, and implementation of new processes and procedures.

Skills

Interpersonal skills

English communication

Customer focus

Task prioritization

Initiative

Data interpretation

EU work eligibility

Education

B.Sc./M.Sc. in CS/IT or similar

Job description

WP Engine, Inc. is seeking a Platform Support Technician to lead our customer support function within the Security Operations team and act as the first point of contact for queries from users of our platform.

You will triage, escalate when needed, and advocate for the user, ensuring a smooth, efficient journey through each customer interaction while collaborating with managers and team leads across Europe and the US.