Technical Support Engineer, Pressable

Pressable ("Word Press 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 Word Press Hosting expert with advanced Word Press performance and troubleshooting skills to join our Customer Support Team. Here at Pressable, we take pride in offering the best Word Press 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 Word Press 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.

• Interacting with existing and potential customers by responding to Word Press and platform-related inquiries through live chats and email-based tickets.
• Deeply diving into Word Press and platform-related questions and issues for high-touch enterprise clients and agencies.
• Performing advanced troubleshooting for Word Press and platform-related issues.
• Executing advanced troubleshooting for Word Press 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 Word Press 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.

• Expert-level knowledge of Word Press, its inner workings, common and advanced issues, community, and proper use cases.
• Advanced foundation in investigating Word Press 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 Word Press security issues, including the ability to identify indicators of compromise, investigate entry points, and elevate threats.
• Strong understanding of core web technologies, including HTTP request methods, status codes, cookies, headers, CSP, HSTS, and CORS, with a focus on the