Technical Support Engineer

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

📋 Description

• Address WordPress and platform-related queries via live chat and email tickets.

• Examine WordPress and platform-related inquiries and issues for high-touch enterprise clients and agencies.

• Conduct advanced troubleshooting for WordPress and platform-related challenges.

• Resolve WordPress performance issues, including slow queries, caching problems, and excessive admin-ajax usage.

• Utilize monitoring tools like Grafana to assess performance trends and suggest optimizations.

• Investigate WordPress security concerns, recognize indicators of compromise, and identify potential entry points or causes.

• Detect security threats and escalate them as necessary.

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

• Educate others, share knowledge, and adapt to emerging technologies.

• Report to Customer Support leadership.

⛳️ Requirements

• Comprehensive knowledge of WordPress, its functionalities, common and complex issues, community dynamics, and appropriate use cases.

• Strong foundation in diagnosing WordPress performance issues, including slow queries, caching challenges, and excessive admin-ajax usage.

• Experience utilizing monitoring and diagnostic tools such as Grafana for performance and security investigations.

• Solid grasp of WordPress security concerns, including recognizing indicators of compromise, investigating entry points, and escalating threats.

• Profound understanding of HTTP request methods, status codes, cookies, headers, CSP, HSTS, and CORS, with relevance to WordPress, security, and caching.

• Capability to effectively use browser developer tools.

• Proficient in HTML, JavaScript, CSS, and Git, with a demonstrated ability to troubleshoot and resolve technical issues directly in PHP code.

• Willingness to learn, adaptability, and capability to instruct others.

• Self-motivated work ethic and initiative.

• Exceptional communication skills for both technical and non-technical audiences.

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

• Experience supporting agencies, developers, enterprise clients, or infrastructure-aware customers (preferred).

• Previous experience in a high-touch customer success or technical support role managing tickets and live chat (preferred).

• Familiarity with Automattic's ecosystem, including A4A and wp.cloud (preferred).

🏝️ Benefits

• Health Benefits for US-based employees (99% Paid Employee Medical, Dental, and Vision).

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

• Life and Disability Insurance for US-based employees (100% Paid Life & LTD).

• Work from home with a home office setup and coworking allowances.

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

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