Technical Support Specialist L2
Austin, TX

Job Description

What's Cool about this job

You will serve as the first point of contact for our premium and enterprise customers as well as an escalation point for our Level 1 Support Team, supporting all of their WordPress questions and needs. You will continue to develop a deep technical knowledge of the various open source technologies which deliver amazing digital experiences for our customers.

WP Engine cares about you, meaning that we invest in both personal and professional development. Our mission is to develop you to your full potential and work with you through each stage of your career. We like to promote people within our business, and many of those folks started out in technical support. We recognize and reward talent, at WP Engine the best get better. If you are a self-motivator seeking a challenge and can think outside the box, then this role is for you!

Your Impact

* You will be the face of our company and have an opportunity to deliver a world-class experience with every interaction with our customers on our live contact channels of chat and phone.
* You'll get to apply creative problem-solving techniques to identify and solve the source of problems while keeping our customers happy and engaged.
* Demonstrate commitment to continuous learning, to grow technical knowledge to better support our customers as well as strengthening your own technical skillset.
* Help maintain a phenomenal team and working environment by assisting fellow team members. We are a global inclusive team and we work together!
* Demonstrate a positive attitude when faced with change, working with your teammates and with our customers.

Skills & Requirements for the Role

* Positive Energy and enthusiasm. You believe in our core values.
* 3 years experience working in technical support or a customer service position.
* WordPress: Intermediate knowledge of WordPress, Plugins and Themes.
* Knowledge of DNS and SSL.
* Intermediate knowledge of Linux Command Line.
* You have previous experience with online Chat and/or instant messaging tools.
* Understanding of the core error codes associated with web hosting (eg. 404 etc)
* Technical Aptitude: You demonstrate a keen knowledge of, and passion for, web technology or digital experiences. You are someone who learns quickly and takes ownership of your personal development.
* Excellent Troubleshooting Skills: You demonstrate strong root cause analysis skills, through effective troubleshooting skills and you are able to quickly identify problems and solutions. You work well in a collaborative troubleshooting environment, while at the same time you can also work autonomously to arrive at the right solution for our customers.
* Communication Skills: You have strong written and verbal communication skills, with a strong command of the English language. Ability to accurately type 40 - 60 words per minute. You have the ability to establish a professional, friendly, and empathetic dialogue with customers.
* Excellent Organizational Skills: You're a great multitasker. You can handle multiple requests at once and have an understanding of prioritization.
* Team Focus: Effectively work in a team environment that uses cross collaboration and partnership to tackle issues. You enjoy working with others, demonstrate a willingness and ability to share your knowledge with peers and others.
* Customer Inspired: Demonstrate customer focus in every interaction with our customers. You actively listen and leave our customers feeling supported and understood.
* Adaptable: You are resilient and adapt to the changing business and landscape in the tech world.

Desired Knowledge or Understanding of:

Some or all of the following:

* You have experience with StudioPress and/or the Genesis framework.
* You understand the usage of file systems and the tools for remotely managing web content on a web or file server.
* You have previously worked with customers via phone support.
* Open source content management systems.

Perks & Benefits

* Be yourself. Casual Dress code.
* Giving back. Company volunteer/fundraising activities.
* Free lunches, snacks & drinks,
* Market Competitive Compensation.
* Stock Options (Every employee is an owner in the company)
* Awesome Benefits! 100% Paid Employee Medical Insurance and other health coverage, including dental and vision, dependent on regional availability (Dental, and Vision).

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.