Technical Support Engineer, Pressable

Details

Pressable is seeking an experienced WordPress and hosting expert with advanced WordPress performance and troubleshooting skills to join its Customer Support Team. This remote technical role involves investigating complex WordPress and hosting issues while providing a fast, friendly, and helpful support experience. The role reports to Customer Support leadership and works closely with cross-functional teams across Pressable and Automattic.

Responsibilities

• Respond to WordPress and platform-related inquiries from existing and potential customers through live chat and email-based tickets.
• Investigate WordPress and platform-related questions and issues for high-touch enterprise clients and agencies.
• Perform advanced troubleshooting for WordPress and platform-related issues.
• Troubleshoot WordPress performance issues and 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 using tools such as Grafana.
• Identify security threats and escalate them appropriately.
• Collaborate with teams and disciplines across Pressable and Automattic.
• Teach others, share knowledge across the team, and continuously adapt to new technologies.

Requirements

• Expert-level knowledge of WordPress, including its inner workings, common and advanced issues, community, and appropriate use cases.
• Advanced experience investigating WordPress performance issues, including slow queries, caching issues, and excessive admin-ajax usage.
• Experience using monitoring and diagnostic tools such as Grafana to investigate performance and security issues.
• Strong understanding of WordPress security issues, including identifying indicators of compromise, investigating entry points, and escalating threats.
• Strong understanding of core web technologies, including HTTP request methods, status codes, cookies, headers, CSP, HSTS, and CORS, particularly as applied to WordPress, security, and caching.
• Ability to use browser developer tools effectively.
• Proficiency in HTML, JavaScript, CSS, and Git, with proven ability to troubleshoot and resolve technical issues directly in PHP code.
• Eagerness to learn, adaptability, and ability to teach others.
• Self-driven work ethic, initiative, and ability to see tasks through to completion.
• Excellent communication skills with technical and non-technical audiences.
• Fluency with AI tools for log analysis and performance diagnostics, with sound judgment to verify AI-generated outputs.

Preferred Qualifications

• Experience supporting agencies, developers, enterprise clients, or infrastructure-aware customers.
• Experience in a high-touch customer success or technical support environment handling tickets and live chat.
• Familiarity with Automattic’s ecosystem, including Automattic for Agencies (A4A) and the wp.cloud platform.

About Pressable

Pressable is a managed WordPress hosting provider specializing in scalable, highly available services for agencies, builders, developers, and businesses. Its offerings include 24/7 expert support, an award-winning control panel, developer tools, and integrations with WooCommerce and Jetpack.

Candidates must be located in Latin America. The salary range is $25,000–$40,000 USD per year, paid in local currency. Benefits include health benefits, a matching 401(k), life and disability insurance for US-based staff, a home office setup and coworking allowances, an open vacation policy, and hardware, software, books, or conferences that support continued learning.