Technical Support Engineer

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 escalate threats.
• Strong understanding of core web technologies, including HTTP request methods, status codes, cookies, headers, CSP, HSTS, and CORS, with a focus on their application to WordPress, security, and caching.
• Ability to leverage browser developer tools effectively.
• Proficiency in common web technologies (HTML, JavaScript, CSS, Git) with a specific, proven ability to troubleshoot and solve technical issues directly within PHP code.
• An eagerness to learn, adaptability, and the ability to teach others.
• Self-driven work ethic who loves taking initiative and seeing tasks through to completion.
• Excellent communication skills across both technical and non-technical audiences.
• Fluency with AI tools as a daily accelerant. You understand how to leverage AI for log analysis and performance diagnostics while exercising sound judgment to verify outputs. You view AI as a tool to augment your expertise, not replace it.

Preferred Qualifications:

• Experience supporting agencies, developers, enterprise clients, or infrastructure-aware customers.
• Prior experience in a high-touch customer success or technical support environment handling tickets and live chat.
• Familiarity with Automattic's ecosystem, including Automattic for Agencies (A4A) and the wp.cloud platform.

About Pressable

Founded in 2010, Pressable is a world-class managed WordPress hosting provider that specializes in scalable, highly available services for agencies, builders, developers, and businesses. 

With industry-leading performance, 24/7 expert support, an award-winning control panel, advanced developer tools, and seamless integrations with WooCommerce and Jetpack, Pressable provides the tools you need to reliably manage your WordPress websites with ease. 

We are currently looking for candidates in Latin America only. 

Salary range: $25,000-$40,000 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.

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 a 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.

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!

Pressable is a subsidiary of Automattic. We believe in Open Source, and the vast majority of our work is available under the GPL. Automattic is a Most Loved Company and an Equal Opportunity employer. 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. To learn about how we handle your data, please review our Privacy Policy. #LI-DNI