Support Engineer

Kinsta; Ciudad de México; Presencial; MXN 549,000 - 916,000; Jornada completa

Descripción de la vacante

A leading WordPress hosting company is seeking a Support Engineer to provide premier technical support through live chat. Candidates should be fluent in English with strong customer service skills. The role includes troubleshooting customer issues, providing feedback, and continuous learning in a flexible and remote-first environment.

Servicios

Annual remote expense budget

Flexible PTO

Paid parental leave

Professional development budget

Sabbatical after three years

Location-specific healthcare benefits

Formación

• Excellent written communication skills in English.
• Experience in online customer service.

Responsabilidades

• Take ownership of customer issues and ensure their resolution.
• Research and troubleshoot to identify solutions for customer issues.
• Escalate unresolved issues to the appropriate internal teams.
• Provide accurate feedback to customers.
• Continue to enhance technical and non-technical skills.

Conocimientos

Fluency in English

Customer service skills

Herramientas

Linux

NGINX

MySQL/MariaDB

PHP

Cloudflare

WP-CLI

Descripción del empleo

Kinsta is one of the top-managed WordPress hosting companies, with a growing club of 120,000+ businesses including startups, universities and Fortune 500 firms. We're motivated by excellent quality, and proud to have received a 97% satisfaction rating from our customers.

That's because, to us, each day is a chance to grow. As a team, we continuously inspire each other to learn new and better ways to make an impact. We own our jobs proudly – our leaders don't hold our hands, but they're in our corner whenever we ask for help – and our environment is flexible and remote‑first.

As our new Support Engineer, you'll use your technical knowledge, curiosity, and eloquence to provide world‑class technical support to our customers through our live chat system. Reporting to the Support Manager, you will join the beating heart of Kinsta – a team embodying our DNA and desire to provide industry‑leading support.

We’re hiring two team members for the same role, working different schedules:

• 1PM – 9PM UTC (Monday–Friday)
• 4PM – 12AM UTC (Monday–Friday)

What You Will Do:

• Take ownership of issues reported by customers and see problems through to resolution.
• Research, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Crave knowledge and continue to hone and improve your own technical and non‑technical skills.

What You Bring To The Role:

• You are completely fluent in English with excellent written communication skills.
• Great customer service skills with online customer service experience.

Bonus Points If You:

• Have experience with the following technologies: Linux, NGINX, MySQL/MariaDB, PHP, DNS, CDN, and caching (object and page).
• Have an understanding of WordPress: database structure, file/directory structure, wp-cong.php directives, and other common WordPress topics. Experience with WP-CLI is preferable.
• Are comfortable navigating within a command line environment, including file management, reading and interpreting server logs, and attention to detail with command line syntax.
• Familiarity with Cloudflare for DNS management and basic website security/performance configuration.

Our Benefits:

• Annual remote expense budget.
• Flexible PTO.
• Paid parental leave.
• Annual professional development budget: available after one year with Kinsta.
• Sabbatical: available after three years with Kinsta (and every three years thereafter).
• Location‑specific healthcare benefits (includes vision and dental) for employees hired in the USA, UK, and Hungary.
• Pension plan for employees hired in the UK, and 401k contributions for employees hired in the USA.

Kinsta is proud to be an equal opportunity employer. We will not discriminate and we will take actions to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the basis of race, color, gender, national origin, citizenship, age, religion, creed, disability, marital status, veteran’s status, sexual orientation, gender identity, gender expression, or any other status protected by the laws or regulations in the locations where we operate.

By applying to one of our positions, you agree to the processing of the submitted personal data in accordance with Kinsta’s Privacy Policy, including the transfer of your data to the United States.