Support Engineer

About the Company

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.

Kinsta is one of the top providers of managed hosting for WordPress, 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.

Role Overview

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 Saturday - Wednesday, 10 AM — 6 PM UTC (our team uses UTC for scheduling).

Responsibilities

• 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.

Requirements

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

Nice-to-Haves

• 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.

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, Canada, and Hungary.
• Pension plan for employees hired in the UK, and 401k contributions for employees hired in the USA.
• Remote working environment.
• Competitive base salary.
• Training budget to support you in your career development.

How We Review and Select Newcomers

1. You apply for one of our open positions.
2. We might ask you to complete a short assessment (a video or a test).
3. We invite you to an initial HR call, so that we can get to know each other.
4. We invite you to one or two rounds of more in-depth, technical interviews with the hiring manager and the team.
5. If you've successfully passed all interview rounds, you'll receive an offer from us.
6. Once you've accepted our offer, you'll have to pass a background check.
7. Welcome on board!

Life at Kinsta

Kinsta is a fun and welcoming place where our team members connect to each other around the things they love: travel, learning new languages, reading, family, pets, and more. Kinsta is also a place where quality work gets done. 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.

Equal Opportunity Statement

Kinsta is proud to be an equal opportunity employer. We will not discriminate and we will take actions to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the basis of race, color, gender, national origin, citizenship, age, religion, creed, disability, marital status, veteran's status, sexual orientation, gender identity, gender expression, or any other status protected by the laws or regulations in the locations where we operate.

By applying to one of our positions, you agree to the processing of the submitted personal data in accordance with Kinsta's Privacy Policy, including the transfer of your data to the United States.