Support Engineer

Provide technical customer support through live chat for a managed Word Press hosting service. You will take ownership of reported issues, investigate their causes, communicate clear updates, and coordinate with internal teams when problems require escalation. The position is remote-first and follows a fixed UTC schedule.

• Own customer issues from initial report through resolution.
• Research and troubleshoot technical problems, identify suitable fixes, and explain progress to customers.
• Escalate unresolved cases to the appropriate internal teams using established procedures.
• Give customers prompt, accurate responses through online support channels.
• Keep developing technical and customer-service skills.

• Fluent English and excellent written communication.
• Online customer service experience and strong customer care skills.

• Familiarity with Linux, NGINX, MySQL or MariaDB, PHP, DNS, CDNs, and caching.
• Knowledge of Word Press databases, files, configuration, and common troubleshooting; WP-CLI experience is helpful.
• Comfort using the command line to manage files and interpret server logs.
• Exposure to Cloudflare, Buildpacks, Dockerfiles, Git hosting services, npm, or Composer.

• Remote-first work, with an annual remote-work expense budget, flexible paid time off, and paid parental leave.
• Professional development funding is available after one year; a sabbatical is available after three years and every three years thereafter.
• Healthcare coverage, including vision and dental, is location-specific for employees in the United States, United Kingdom, Canada, and Hungary. Pension contributions are offered in the UK and 401(k) contributions in the US.
• Scheduled shift:
  Saturday through Wednesday, 4 p.m. to midnight UTC.