Technical Support Lead, Pressable

Here at Pressable, we take pride in offering the best WordPress hosting on the planet. Our platform is rock-solid, our pricing fair, and our team is fiercely dedicated to our customers' success. We've got all the ingredients for a fantastic hosting experience, but we need someone like you to take it to the next level! Pressable is part of Automattic, the company behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place.

About the Role

We have an exciting opportunity for you to join our team at Pressable as a Technical Support Lead. As our Technical Support Lead, you'll partner with our Director of Support to craft our customer experience.

We need individuals with an advanced background in WordPress, technical know-how that can handle anything that comes their way, and the unstoppable determination to get the job done. Our support agents build meaningful relationships with our customers by listening to their needs, understanding their problems, and providing tailor-made solutions.

So, what does a day in the life of a Technical Support Lead at Pressable look like? 

• 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.
• Writing and maintaining technical documentation, crafting blog posts, and contributing to the community of WordPress support around the globe.
• Helping educate and teach the CS team to elevate the team’s technical skillset.
• Communicating and working with other teams and disciplines within Pressable & Automattic.
• Working with the Sales team to help them land Agency leads.
• Interacting with existing and potential customers by responding to WordPress and platform-related inquiries through email-based tickets and live chats.
• Helping customers troubleshoot DNS-related issues.
• Migrating WordPress installs from other hosted providers to the Pressable platform.
• Identifying and cleaning up malware-infected sites, providing advice, and preventing recurrence.

How do you know if this role is a good match for you?
We list out below some of the requirements we’re currently looking for:

• 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.
• You have an understanding of 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.
• You have an understanding of core web technology such as HTTP request methods, especially in relation to WordPress, security, and caching.
• An understanding of HTTP status codes, redirects, cookies, headers, CSP, HSTS, CORS also welcome.
• You have an understanding and ability to leverage browser developer tools.
• You 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.
• You have an eagerness to learn and the ability to adapt, allowing you to teach others. You are a lifelong learner.
• You have a self-driven work ethic. You are a self-starter who loves taking initiative and seeing things through to completion.

As our Technical Support Engineer Lead, you must also excel in written communication and have a knack for explaining technical jargon in a way that's understandable to our customers and team. 

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: $70,000 to $90,000 USD This range reflects that we’re interested in hearing from folks at a junior and senior tech lead level, and we’ll take experience and performance on the trial into account when making an offer within that range. 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