Technical Support Engineer

Responsibilities

• Interacting with existing and potential customers by responding to WordPress and platform-related inquiries through live chats and email-based tickets.
• Deeply diving into WordPress and platform-related questions and issues for high-touch enterprise clients and agencies.
• Performing advanced troubleshooting for WordPress and platform-related issues.
• Executing advanced troubleshooting for WordPress performance issues and bottlenecks, such as slow queries, caching issues, and excessive admin-ajax usage.
• Leveraging monitoring tools such as Grafana to investigate performance trends and propose optimizations and changes to improve site performance.
• Investigating WordPress security issues, identifying indicators of compromise, and pinpointing potential entry points or causes using tools like Grafana.
• Identifying security threats and escalating them accordingly.
• Communicating and working collaboratively with other teams and disciplines within Pressable and Automattic.
• Teaching others and sharing knowledge across the team while continuously adapting to new technologies.

Languages