Technical Support Engineer

We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.

WP Engine empowers companies and agencies of all sizes to build, power, manage, and optimize their Word Press websites and applications with confidence. Serving 1.5 million customers across 150+ countries, the global technology company provides premium, enterprise-grade solutions, tools, and services, including specialized platforms for Word Press, industry-tailored eCommerce and agency solution suites, and developer-centric tools like Local, Advanced Custom Fields, and more.

WP Engine's innovative technology and industry-leading expertise are why 8% of the web visits a WP Engine-powered site daily. Learn more at

As a Technical Support L1, you'll be providing support to our customers primarily using live chat, but also over the phone and via support tickets. You will serve as the first point of contact for our customers, supporting all of their Word Press questions and needs. You will develop a deep technical knowledge of the various open source technologies which deliver amazing digital experiences for our customers.

WP Engine cares about you, meaning that we invest in both personal and professional development. Our mission is to develop you to your full potential and work with you through each stage of your career. We like to promote people within our business, and many of those folks started out in technical support. We recognize and reward talent, at WP Engine the best get better.

If you are a self-motivator seeking a challenge and can think creatively, then this role is for you!

You will be the face of our company and have an opportunity to deliver a world-class experience with every interaction with our customers on our live contact channels of chat and phone.

You'll get to apply creative problem-solving techniques to identify and solve the source of problems while keeping our customers happy and engaged.

Demonstrate commitment to continuous learning, to grow technical knowledge to better support our customers as well as strengthening your own technical skillset.

Help maintain a great team and working environment by assisting fellow team members. We are a global inclusive team, and we work together!

Demonstrate a positive attitude when faced with change, working with your teammates and with our customers.

• 1-2 years of experience working in technical support or a customer service position
• Open source content management systems
• Word Press: knowledge of Word Press, Plugins, and Themes.
• Knowledge of DNS and SSL
• You understand the usage of file systems and the tools for remotely managing web content on a web or file server
• Knowledge of Linux Command Line
• You have experience with Studio Press and/or the Genesis framework
• You have previously worked with customers via online Chat and/or instant messaging tools
• You have previously worked with customers via phone support
• Understanding of the core error codes associated with web hosting (eg. 404 etc)

• Positive Energy and enthusiasm. You believe in our values.
• Technical Aptitude:
  You demonstrate a keen knowledge of, and passion for, web technology or digital experiences. You are someone who learns quickly and takes ownership of your personal development.
• Effective Troubleshooting
  
  Skills:
  
  You demonstrate strong root cause analysis skills, through effective troubleshooting skills and you are able to quickly identify problems and solutions. You work well in a collaborative troubleshooting environment, while at the same time you can also work autonomously to arrive at the right solution for…