Support Engineer

PragueRemoteFull-time Remotemid

Customer SupportSupport Engineer

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Quick Summary

Overview

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.

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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).

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.

You are completely fluent in English with excellent written communication skills.

Great customer service skills with online customer service experience.

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.

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