Support Engineer

Role overview Provide technical customer support through live chat for a managed WordPress 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.

Responsibilities - 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.

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

Nice to have - Familiarity with Linux, NGINX, MySQL or MariaDB, PHP, DNS, CDNs, and caching. - Knowledge of WordPress 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.

Benefits and work setup - 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.