Technical Support Engineer, Pressable

Automattic; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Pressable, part of Automattic, seeks an experienced WordPress hosting expert for our Customer Support team. You will handle high-touch inquiries, investigate complex WordPress and hosting issues, and drive performance improvements using Grafana in collaboration with cross-functional partners.

The role emphasizes self-driven problem solving, technical growth, and delivering fast, friendly support to our enterprise clients and agencies.

Qualifications

• Expert-level knowledge of WordPress, its inner workings, and common issues.
• Experience diagnosing performance bottlenecks and implementing fixes.
• Familiarity with monitoring and diagnostic tools such as Grafana.

Responsibilities

• Respond to WordPress and hosting inquiries via live chat and email tickets.
• Dive into enterprise WordPress issues for deep troubleshooting.
• Perform advanced WordPress and platform troubleshooting.
• Investigate performance bottlenecks and propose optimizations using Grafana.
• Identify security threats and indicators of compromise, escalating as needed.
• Collaborate with cross-functional teams within Pressable and Automattic.
• Share knowledge and mentor teammates in evolving technologies.

Skills

WordPress expertise

Troubleshooting

Security awareness

Tools

Grafana

Job description

Pressable (\"WordPress hosting that means business\") seeks an experienced, motivated, and empathetic professional with the expertise to help us meet or exceed our high standards in Customer Technical Support. Pressable is seeking an experienced WordPress Hosting expert with advanced WordPress performance and troubleshooting skills to join our Customer Support Team. Here at Pressable, we take pride in offering the best WordPress hosting on the planet. Our platform is rock-solid, our pricing is fair, and our team is fiercely dedicated to our customers' success and happiness. With our exciting growth, we’re looking for experts who can investigate highly technical WordPress and Hosting related questions and issues. All while providing the fast, friendly, and helpful support experience that our customers love. 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.

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 elevate threats.
• Strong understanding of core web technologies, including HTTP request methods, status codes, cookies, headers, CSP, HSTS, and CORS, with a focus on the