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Kinsta

Posted 29 days ago

Open

Support Engineer

PragueRemoteFull-time

AI Summary

A Support Engineer helps customers by researching and resolving technical issues via live chat, using their knowledge of Linux-based systems, WordPress-related tech, and server concepts to provide prompt, accurate feedback.

About this role

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.
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).

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, Canada, and Hungary.
  • Pension plan for employees hired in the UK, and 401k contributions for employees hired in the USA

    • Skills

    BitbucketBuildpacksCachingCDNCloudflareCommand-lineComposerDNSDockerfilesGitHubGitLabLinuxMariaDBMySQLNginxNpmPHPServer LogsWordPress TopicsWP-CLI

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