Technical Support Engineer

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Address inquiries related to WordPress and the platform via live chat and email tickets.

• Examine questions and issues concerning WordPress and hosting for high-touch enterprise clients and agencies.

• Conduct advanced troubleshooting for issues pertaining to WordPress and the platform.

• Resolve performance bottlenecks in WordPress, such as slow queries, caching problems, and excessive admin-ajax usage.

• Utilize monitoring tools like Grafana to analyze performance trends and recommend optimizations.

• Investigate security issues in WordPress, detect indicators of compromise, and identify potential entry points or causes.

• Recognize security threats and escalate them appropriately.

• Collaborate with various teams and disciplines within Pressable and Automattic.

• Share knowledge and teach others while adapting to emerging technologies.

• Report directly to the Customer Support leadership.

⛳️ Requirements

• In-depth knowledge of WordPress, including its mechanisms, common and complex issues, community, and appropriate use cases.

• Strong foundation in investigating performance-related issues in WordPress, including slow queries, caching problems, and excessive admin-ajax usage.

• Experience using monitoring and diagnostic tools, such as Grafana, to analyze performance and security concerns.

• Comprehensive understanding of WordPress security issues, including identifying compromise indicators, investigating entry points, and escalating threats.

• Strong grasp of HTTP request methods, status codes, cookies, headers, CSP, HSTS, and CORS.

• Ability to effectively utilize browser developer tools.

• Proficient in HTML, JavaScript, CSS, and Git, with a proven track record of troubleshooting and resolving technical issues directly within PHP code.

• Willingness to learn, adapt, and teach others.

• Self-motivated with a strong work ethic and initiative to complete tasks.

• Excellent communication skills suitable for both technical and non-technical audiences.

• Familiarity with AI tools for log analysis and performance diagnostics, with the ability to critically assess outputs.

• Candidates must reside in Latin America.

🏝️ Benefits

• Health benefits for US-based employees (99% covered for employee medical, dental, and vision).

• Matching 401(k) for US-based employees.

• Life and disability insurance for US-based employees (100% covered for life and long-term disability).

• Remote work with home office setup and coworking allowances.

• Flexible vacation policy (no fixed number of days per year).

• Funding for hardware, software, books, or conferences that support ongoing learning.