About this role
Kinsta is one of the top providers of managed hosting for WordPress, serving 120,000+ businesses including startups, universities, and Fortune 500 firms. We maintain a 97% customer satisfaction rating through excellent quality. As Support Engineer, use technical knowledge, curiosity, and eloquence for world-class live chat support.
Reporting to the Support Manager, handle shifts Saturday-Wednesday, 10 AM–6 PM UTC. Take ownership of customer issues, research, troubleshoot, and resolve them effectively. Escalate unresolved problems following standard procedures while providing prompt feedback.
Join the beating heart of Kinsta in a flexible, remote-first environment. Team members own their roles proudly, inspiring each other to learn and grow daily. Leaders support without micromanaging, fostering continuous improvement.
Embody Kinsta's DNA for industry-leading support. Crave knowledge to hone technical and non-technical skills. Each day offers chances to make an impact through better ways of working.
Requirements
- Completely fluent in English with excellent written communication skills
- Great customer service skills with online customer service experience
- Experience with Linux, NGINX, MySQL/MariaDB, PHP, DNS, CDN, and caching
- Understanding of WordPress including database structure, file/directory structure, wp-config.php directives, and common topics
- Comfortable navigating command line environment, including file management, reading server logs, and command syntax
- Familiarity with Cloudflare, Buildpacks, Dockerfiles, Git repositories, npm, or Composer
Responsibilities
- Take ownership of issues reported by customers and see problems through to resolution
- Research, troubleshoot, and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Crave knowledge and continue to hone and improve technical and non-technical skills
Benefits
- Annual remote expense budget
- Flexible PTO
- Paid parental leave
- Annual professional development budget after one year
- Sabbatical after three years and every three years thereafter
- Location-specific healthcare benefits including vision and dental for USA, UK, Canada, Hungary
- Pension plan for UK employees and 401k contributions for USA employees
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