Automattic
Technical Support Engineer, Pressable
Job Summary
This role involves supporting Pressable's customer experience by diagnosing and resolving WordPress performance and platform-related issues. The candidate should be an expert in WordPress, security, and web technologies, with strong troubleshooting and communication skills. Responsibilities include investigating complex problems, proposing optimizations, and collaborating with internal teams to enhance service quality. The position emphasizes a self-driven work ethic and a dedication to continuous learning within a customer-focused environment.
Required Skills
Benefits
Job Description
Here at Pressable, we take pride in offering the best WordPress hosting on the planet. Our platform is rock-solid, our pricing’s fair, and our team is fiercely dedicated to our customers' success. Pressable sits within Automattic as a hosting provider (alongside WordPress VIP and WordPress.com), leveraging Automattic's https://wp.cloud/ platform.
We have been focused for the past few years on building Pressable to attract and retain Agencies, and have been increasingly successful in doing that. We also expect an uptick in Agency prospects as part of Automattic's new Automattic for Agencies (A4A) initiative. Also if you’re curious, here’s some good insight into Pressable.
About the Role
With our exciting growth and the expectation that it will continue, our needs are also expanding! Our customers regularly experience performance-related issues (from things like unoptimized, misconfigured, or outdated sites), and, to keep up with demands, we are searching for a WordPress expert with advanced WordPress Performance and Troubleshooting skills.
This is a full-time role switch (not a rotation). You will join the Pressable Customer Success Team in supporting all aspects of the Pressable customer experience, including (but not limited to):
- Deeply diving into WordPress and platform-related questions and issues for high-touch enterprise clients and agencies.
- Advanced troubleshooting for WordPress and platform-related issues.
- Advanced troubleshooting for WordPress performance issues.
- Communicating and working with other teams and disciplines within Pressable & Automattic.
- Interacting with existing and potential customers by responding to WordPress- and platform-related inquiries through email-based tickets and live chats.
How do you know if this role is a good match for you?
- You are an expert in WordPress, its inner workings, common and advanced issues, community, and proper use cases. You are well-versed in your craft and able to handle complex issues.
- You have an advanced foundation in investigating WordPress performance issues - Can leverage tools such as Grafana to investigate issues. Understanding of performance bottlenecks such as slow queries, caching issues, and excessive admin-ajax usage. Can propose optimizations and changes to improve performance.
- Understand WordPress security issues. Can identify indicators of compromise, investigate, and identify potential entry points/causes of compromise leveraging tools like Grafana. Ability to identify threats and escalate accordingly.
- Understand core web technology, such as HTTP request methods, especially in relation to WordPress, security, and caching.
- Understanding of HTTP status codes, redirects, cookies, headers, CSP, HSTS, and CORS is also welcome.
Have an understanding and ability to leverage browser developer tools.
- Have knowledge and experience with common web technologies, including PHP, HTML, JavaScript, CSS, and Git. You are comfortable working with and solving problems with PHP code.
- Have an eagerness to learn and the ability to adapt, allowing you to teach others. You are a lifelong learner.
- Have a self-driven work ethic. You are a self-starter who loves taking initiative and seeing things through to completion.
We’re very much first and foremost looking for someone who is a WordPress expert and familiar with diagnosing performance issues.
Perks & Benefits of Joining Pressable!
- 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 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
Salary range: $25,000-$30,000 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 for the right candidate.
So, are you ready to embark on this thrilling WordPress adventure? We can’t wait to welcome you to the Pressable team and empower you to make the web a better place. Come join us in crafting an exceptional customer experience and revolutionizing the world of WordPress hosting. Apply now and let’s build something amazing together! #LI-Remote
About Automattic
We’re the people behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, Pocket Casts, and more. We believe in making the web a better place.
We’re a distributed company with more than 1400 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.
We believe in Open Source, and the vast majority of our work is available under the GPL. Automattic is a Most Loved Company and Disability Confident Committed. (Here’s what that might mean for you.) Learn more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups.
If you need disability-related accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates.
Track your application status and more at MyGreenhouse.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Automattic
We are passionate about making the web a better place. WordPress.com Your blog or website has a (free!) home on the web. Your story, your way. Beeper Tower of Babel fragmented messaging woes you need a Beeper. Tumblr Where your interests connect you to your people, one post at a time. Day One Capture private thoughts. Journal…
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