Support Engineer – English & Italian Language

Kinsta is a premium managed WordPress hosting provider designed for all types of businesses, small or large. We're the first to be exclusively powered by Google Cloud Platform while utilizing an isolated container system. We believe that constant availability and an outstanding user experience are a must. That’s why we always utilize the latest software and most advanced technology to power our infrastructure.

Our Italian client base is growing steadily and we’re looking for a competent Support Engineer with exceptional communication skills who can provide enterprise level technical support to our customers via our support system.

Our support team works with our customers using chat and email (we use Intercom.io exclusively for these purposes). As a Kinsta Support Engineer you will:

  • 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 the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Monitor uptime and analyze transactions data using third-party analytics tools to resolve more advanced issues.
  • Document troubleshooting and problem resolution steps for internal use and extend our Knowledge Base.
  • Carefully follow internal documentation to perform website migrations and repair websites infected with malware.

This role’s shift need is Monday-Friday 7am-3pm UTC.

REQUIREMENTS

The ideal Kinsta Support Engineer is technically-knowledgeable, upbeat, professional, curious, and self-motivated.

Excellent support is one of the cornerstones of our business. Our clients have come to expect industry-leading support and it’s our pleasure to deliver that to them. As a result, we’re pretty careful about adding new Support Engineers to our team.

We hire Support Engineers with a variety of different areas of expertise – some of us are WordPress developers, others are Linux server gurus, while others are technically-knowledgeable internet generalists who have mastered the art of customer service.

All of our Engineers must meet the following core requirements:

  • Completely fluent in English with excellent written communication skills.
  • At least near-native level knowledge in Italian with excellent written communication skills.
  • Capable of thriving in a fast-paced and occasionally stressful environment interacting with multiple clients simultaneously while maintaining a professional and friendly tone.
  • Our Support Engineers must know WordPress deeply. All we host is WordPress and we have the best support team in the business (even if we do say so ourselves). While you don’t have to be a full-fledged WordPress developer to be a Kinsta Support Engineer, you do need to know the WordPress database and file/directory structure as well as the wp-config.php file like the back of your hand. Experience with WP-CLI certainly advantageous.
  • A basic understanding of or familiarity with the following technologies: Linux, NGINX, PHP, MySQL/MariaDB, HTML, CSS, JavaScript, DNS, CDN, and caching (object and page).
  • Consummate professionalism: we’re a distributed team and we expect you to act like the professional we know you are. That means being a member of the Kinsta team requires excellent communication, rock-solid reliability, and the drive to bring your best effort to bear on your work every single day.
  • Our Support Engineers deal with a lot more than just WordPress! While you don’t need to be a full-stack developer to fill this role, you will be providing hosting support to full-stack developers, so you do need to be familiar with the full-stack, from Linux web servers to browser dev tools.

Bonus points:

  • Deep expertise in any (or all!) of the following: WordPress, Linux, NGINX, PHP and MySQL.
  • Experience setting up, managing, and supporting LEMP/LAMP stacks.
  • Prior experience working with customers over chat in a technical role in a fast-paced environment – particularly experience providing live support for web hosting or WordPress products.

BENEFITS

This is a fully-remote role. Our Support Engineers can work from anywhere with reliable internet access.

We always use the latest version of everything: PHP 7.3, NGINX, Ubuntu 18.04, Linux containers, Google Cloud and more, so you’ll be able to work with a bunch of exciting technologies and use them every day!

This position offers a great deal of flexibility, responsibility, and opportunity for growth for the right candidate.

If you want to learn more about Kinsta and what it’s like to work for our team, head to our website, Kinsta.com, and look for the About Us link in the footer.

Resumes we receive are stored in Workable’s database only. Your personal data will not be downloaded. Only HR and Hiring Managers have access to the personal data. Data will not be disclosed to third parties. CVs are stored for recruiting purposes exclusively and will be permanently deleted in case of unsuccessful selection. If we believe any of the applicants to be potential future hires, we’ll ask their permission to retain their CVs in Workable's database until the next hiring period. For further information, please check Workable’s Terms of Use.

Kinsta's motivated team is scattered across the globe

You’re in luck! We're actively looking for more talented and tech-savvy co-workers to join our awesome team. If you’re willing to learn a bunch of exciting new technologies at an innovative growing tech company, then please get in touch.

Life at Kinsta

We have plenty of fun at the office and you're welcome to try and beat our current scooter lap record. But we also know when it’s time to batten down the hatches and put in the amount of time and work a startup can sometimes require.

We expect everyone to be honest and forthright with their ideas and contributions. Day-to-day, we challenge each other to constantly raise the bar, encourage unconventional thinking to achieve innovative breakthroughs, and are passionately committed to surpassing our goals.

We're looking for people who can take the initiative and contribute ideas anywhere in the company. We promote continuous learning in a flexible work environment.

What we offer

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Remote working environment

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Personal development budget

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Coworking space or home office budget

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Kinsta annual retreat

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Competitive base salary

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Paid vacations

How we review and select newcomers

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You apply for one of our open positions

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We have a first interview, which is the first round to getting to know each other (and a compatibility check for us, too)

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We have a second interview where we talk about everything technical and we check your problem solving skills

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After all went well we give you an offer and we do our best to talk you into it (and usually it is not super hard)

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