Support Engineer

Standort

Remote

Einsatz

Full-time Remote

Kinsta is one of the top-managed WordPress hosting companies, with a growing club of 120,000+ businesses including startups, universities and Fortune 500 firms. We're motivated by excellent quality, and proud to have received a 97% satisfaction rating from our customers.

That's because, to us, each day is a chance to grow. As a team, we continuously inspire each other to learn new and better ways to make an impact. We own our jobs proudly - our leaders don't hold our hands, but they're in our corner whenever we ask for help - and our environment is flexible and remote-first.

As our new Support Engineer, you'll use your technical knowledge, curiosity, and eloquence to provide world-class technical support to our customers through our live chat system. Reporting to the Support Manager, you will join the beating heart of Kinsta - a team embodying our DNA and desire to provide industry-leading support.

This role's shift needs are 2 PM—10 PM UTC (our team uses UTC for scheduling).

What You Will Do:

• 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.
• Crave knowledge and continue to hone and improve your own technical and non-technical skills.

What You Bring To The Role:

• You are completely fluent in English with excellent written communication skills.
• Great customer service skills with online customer service experience.

Bonus Points If You:

• Have experience with the following technologies: Linux, NGINX, MySQL/MariaDB, PHP, DNS, CDN, and caching (object and page).
• Have an understanding of WordPress: database structure, file/directory structure, wp-config.php directives, and other common WordPress topics. Experience with WP-CLI is preferable.
• Are comfortable navigating within a command line environment, including file management, reading and interpreting server logs, and attention to detail with command line syntax.
• Have familiarity with Cloudflare, Buildpacks, Dockerfiles, third-party Git repository services (such as GitHub, GitLab, and Bitbucket), npm, or Composer is beneficial.

Our Benefits:

• Annual remote expense budget.
• Flexible PTO.
• Paid parental leave.
• Annual professional development budget: available after one year with Kinsta.
• Sabbatical: available after three years with Kinsta (and every three years thereafter).
• Location-specific healthcare benefits (includes vision and dental) for employees hired in the USA, UK, and Hungary.
• Pension plan for employees hired in the UK, and 401k contributions for employees hired in the USA