Technical Support Engineer I

• Provide customer support primarily through live chat, as well as phone and support tickets
• Serve as the first point of contact for customers’ WordPress questions and needs
• Develop deep technical knowledge of open source technologies supporting customers’ digital experiences
• Deliver a world-class customer experience through chat and phone interactions
• Apply creative problem-solving techniques to identify and resolve the source of problems
• Maintain customer satisfaction and engagement
• Continuously learn and grow technical knowledge and skills
• Assist fellow team members and contribute to a positive team environment
• Work collaboratively with a global, inclusive team
• Demonstrate a positive attitude when working with teammates and customers through change

• 1-2 years of experience working in technical support or a customer service position
• Knowledge of open source content management systems
• Knowledge of WordPress, Plugins, and Themes
• Knowledge of DNS and SSL
• Understanding of file systems and tools for remotely managing web content on a web or file server
• Knowledge of Linux Command Line
• Experience with StudioPress and/or the Genesis framework
• Previous experience with online Chat and/or instant messaging tools
• Previous experience with customers via phone support
• Understanding of core error codes associated with web hosting (e.g. 404)
• Strong written and verbal communication skills, with a strong command of the English language
• Ability to accurately type 40-60 words per minute
• Strong troubleshooting and root cause analysis skills
• Ability to multitask and prioritize requests
• Ability to work collaboratively and autonomously
• Adaptability to changes in the technology industry

• Company Stock Options (Every employee is an owner in the company)
• Superannuation Program
• Employee Assistance Program
• Supplemental Maternity & Paternity Pay
• Generous Vacation Time (Who doesn’t like time off)
• One-time $745 AUS Home Office Stipend
• Company Wellness Days
• Personal and professional development investment
• Internal promotion opportunities