Technical Support Engineer, Pressable

Here at Pressable, we take pride in offering the best WordPress hosting on the planet. Our platform is rock-solid, our pricing’s fair, and our team is fiercely dedicated to our customers' success. Pressable sits within Automattic as a hosting provider (alongside WordPress VIP and WordPress.com), leveraging Automattic's https://wp.cloud/ platform. 

We have been focused for the past few years on building Pressable to attract and retain Agencies, and have been increasingly successful in doing that. We also expect an uptick in Agency prospects as part of Automattic's new Automattic for Agencies (A4A) initiative. Also if you’re curious, here’s some good insight into Pressable.

About the Role

With our exciting growth and the expectation that it will continue, our needs are also expanding! Our customers regularly experience performance-related issues (from things like unoptimized, misconfigured, or outdated sites), and, to keep up with demands, we are searching for a WordPress expert with advanced WordPress Performance and Troubleshooting skills.

This is a full-time role switch (not a rotation). You will join the Pressable Customer Success Team in supporting all aspects of the Pressable customer experience, including (but not limited to):

• 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.
• Communicating and working with other teams and disciplines within Pressable & Automattic.
• Interacting with existing and potential customers by responding to WordPress- and platform-related inquiries through email-based tickets and live chats.

How do you know if this role is a good match for you? 

• 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.
• Understand 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.
• Understand core web technology, such as HTTP request methods, especially in relation to WordPress, security, and caching.
• Understanding of HTTP status codes, redirects, cookies, headers, CSP, HSTS, and CORS is also welcome.

Have an understanding and ability to leverage browser developer tools.

• 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.
• Have an eagerness to learn and the ability to adapt, allowing you to teach others. You are a lifelong learner.
• Have a self-driven work ethic. You are a self-starter who loves taking initiative and seeing things through to completion.

We’re very much first and foremost looking for someone who is a WordPress expert and familiar with diagnosing performance issues.

Salary range: $25,000-$50,000 USD - Please note that salary ranges are global, regardless of location, and we pay in local currency.

About Automattic 

We are the people behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place.

We’re a distributed company with more than 1900 Automatticians in 96 countries speaking 120+ different languages. And, even more than growth and profitability (although we’re plenty profitable), above all, we’re driven by a mission:  We democratize publishing and commerce so anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or country.

We believe in Open Source, and the vast majority of our work is available under the GPL.

Diversity, Equity, & Inclusion at Automattic 

We’re improving diversity in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. DEI is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices. 

Automattic is a Most Loved Company and Disability Confident Committed. (Here’s what that might mean for you.) Learn more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups.