Technical Support Engineer, Pressable - Automattic

Technical Support Engineer, Pressable

Pressable, a subsidiary of Automattic, is seeking an experienced, motivated, and empathetic Technical Support Engineer with advanced WordPress performance and troubleshooting skills. Join our Customer Support Team and help us provide the best WordPress hosting on the planet.

This is a technical, remote-first role for a self-driven problem solver who thrives in complex troubleshooting environments. You will investigate highly technical WordPress and hosting-related questions and issues, providing fast, friendly, and helpful support to our customers.

Responsibilities

• Respond to WordPress and platform-related inquiries via live chat and email tickets.
• Investigate complex WordPress and platform-related questions and issues for enterprise clients and agencies.
• Perform advanced troubleshooting for WordPress and platform-related issues, including performance bottlenecks (slow queries, caching, admin-ajax usage).
• Utilize monitoring tools like Grafana to analyze performance trends and propose optimizations.
• Investigate WordPress security issues, identify indicators of compromise, and pinpoint causes using tools like Grafana.
• Identify and escalate security threats.
• Collaborate with cross-functional teams within Pressable and Automattic.
• Share knowledge and mentor team members, continuously adapting to new technologies.

Requirements

• Expert-level knowledge of WordPress, its inner workings, common issues, and best practices.
• Advanced understanding of WordPress performance issues and bottlenecks.
• Experience with monitoring and diagnostic tools such as Grafana.
• Solid understanding of WordPress security, including identifying indicators of compromise and escalating threats.
• Strong grasp of core web technologies (HTTP methods, status codes, cookies, headers, CSP, HSTS, CORS) as they apply to WordPress, security, and caching.
• Proficiency in using browser developer tools.
• Proficiency in common web technologies (HTML, JavaScript, CSS, Git) with proven ability to troubleshoot and solve issues within PHP code.
• Eagerness to learn, adaptability, and the ability to teach others.
• Self-driven work ethic with strong initiative.
• Excellent communication skills, both technical and non-technical.
• Fluency with AI tools for log analysis and performance diagnostics, exercising sound judgment to verify outputs.

Preferred Qualifications

• Experience supporting agencies, developers, enterprise clients, or infrastructure-aware customers.
• Prior experience in a high-touch customer success or technical support environment.
• Familiarity with Automattic's ecosystem (A4A, wp.cloud).

About Pressable

Pressable is a world-class managed WordPress hosting provider specializing in scalable, highly available services. We offer industry-leading performance, 24/7 expert support, an award-winning control panel, advanced developer tools, and seamless integrations.

Note: This position is open to candidates in Latin America only. Salary range is $25,000-$40,000 USD, paid in local currency.

Perks & Benefits

• Work from home with home office and coworking allowances.
• Open vacation policy.
• Hardware, software, books, or conferences for continued learning.
• (US-based staff receive Health Benefits, Matching 401(k), Life and Disability Insurance).

Pressable is a subsidiary of Automattic. We believe in Open Source and are committed to diversity and inclusion. Automattic is a Most Loved Company and an Equal Opportunity employer.