Technical Support Engineer, Pressable

Automattic
Anywhere
Workplace: RemoteFull timeUSD 25,000 - 40,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Empathetic communication","Problem-solving","Self-driven","Collaboration","Teaching"]

Investigate and resolve complex WordPress and hosting issues for enterprise clients and agencies, providing fast, friendly, high-touch support via live chat and email tickets. Perform advanced troubleshooting for performance bottlenecks and security threats, using tools like Grafana and strong web fundamentals. Collaborate across Pressable and Automattic teams, teach others, and continuously adapt to new technologies while leveraging AI tools to improve diagnostics and log analysis.

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FursaFursa
Automattic
Automattic
1 year ago

Technical Support Engineer, Pressable

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Source: Company careers pageValidated by: Fursa AI
Last checked: 41 minutes agoStatus: Live

Job Summary

Investigate and resolve complex WordPress and hosting issues for enterprise clients and agencies, providing fast, friendly, high-touch support via live chat and email tickets. Perform advanced troubleshooting for performance bottlenecks and security threats, using tools like Grafana and strong web fundamentals. Collaborate across Pressable and Automattic teams, teach others, and continuously adapt to new technologies while leveraging AI tools to improve diagnostics and log analysis.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to WordPress and platform inquiries for customers via live chat and email-based tickets.
  • •Deep-dive into complex WordPress and hosting questions for high-touch enterprise clients and agencies.
  • •Perform advanced troubleshooting for WordPress performance issues, including slow queries, caching problems, and excessive admin-ajax usage.
  • •Investigate WordPress security issues and potential compromises using tools like Grafana, escalating identified threats.
  • •Collaborate across teams and disciplines, and share knowledge by teaching others and adapting to new technologies.

Pay and Benefits

Salary: USD 25,000 - 40,000 annually
Perks:Health InsuranceDentalVision401kLife InsuranceDisability InsuranceRemote WorkHome OfficeLearning Budget

Key Requirements

  • •Expert-level knowledge of WordPress internals, advanced/common issues, and correct use cases.
  • •Advanced ability to diagnose WordPress performance bottlenecks such as slow queries, caching issues, and excessive admin-ajax usage.
  • •Experience using monitoring/diagnostic tools (e.g., Grafana) to investigate performance and security issues.
  • •Strong understanding of WordPress security, including identifying indicators of compromise, investigating entry points, and escalating threats.
  • •Proficiency with core web technologies (HTTP methods, status codes, cookies, headers, CSP, HSTS, and CORS) and using browser developer tools, plus the ability to troubleshoot within PHP code.
Experience:WordPress hostingCustomer supportTechnical support
Skills:Empathetic communicationProblem-solvingSelf-drivenCollaborationTeaching
Tech Stack:WordPressPHPGrafanaHTTPCSPHSTSCORSCookiesHeadersAdmin-ajaxHTMLJavaScriptCSSGitWooCommerceJetpackWp.cloud

Company Brief

Automattic
Automattic builds and operates web publishing and commerce products including WordPress.com, WooCommerce, Jetpack, Tumblr, and WordPress VIP, providing hosting, developer tools, and services to help individuals and businesses publish and sell online.
Industry: Publishing
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2005
Glassdoor
Glassdoor: 2.9
WebsiteLinkedInGlassdoor