Technical Support Engineer

• Respond to WordPress and platform-related inquiries through live chats and email-based tickets.
• Investigate WordPress and hosting questions and issues for high-touch enterprise clients and agencies.
• Perform advanced troubleshooting for WordPress and platform-related issues.
• Troubleshoot WordPress performance bottlenecks, including slow queries, caching issues, and excessive admin-ajax usage.
• Use monitoring tools such as Grafana to investigate performance trends and propose optimizations.
• Investigate WordPress security issues, identify indicators of compromise, and pinpoint potential entry points or causes.
• Identify security threats and escalate them accordingly.
• Collaborate with teams and disciplines within Pressable and Automattic.
• Teach others and share knowledge while adapting to new technologies.
• Report to Customer Support leadership.

• Expert-level knowledge of WordPress, its inner workings, common and advanced issues, community, and proper use cases.
• Advanced foundation in investigating WordPress performance issues, including slow queries, caching issues, and excessive admin-ajax usage.
• Experience leveraging monitoring and diagnostic tools such as Grafana to investigate performance and security issues.
• Solid understanding of WordPress security issues, including identifying indicators of compromise, investigating entry points, and escalating threats.
• Strong understanding of HTTP request methods, status codes, cookies, headers, CSP, HSTS, and CORS.
• Ability to leverage browser developer tools effectively.
• Proficiency in HTML, JavaScript, CSS, and Git, with proven ability to troubleshoot and solve technical issues directly within PHP code.
• Eagerness to learn, adaptability, and ability to teach others.
• Self-driven work ethic and initiative through task completion.
• Excellent communication skills across technical and non-technical audiences.
• Fluency with AI tools for log analysis and performance diagnostics, with sound judgment to verify outputs.
• Candidates must be located in Latin America.

• Health Benefits for US-based staff (99% Paid Employee Medical, Dental, and Vision).
• Matching 401(k) for US-based staff.
• Life and Disability Insurance for US-based staff (100% Paid Life & LTD).
• Work from home with a home office setup and coworking allowances.
• Open vacation policy (no set number of days per year).
• Hardware and software, books or conferences that promote continued learning.