Senior Support Engineer

Position: Tier 3 – Click to view
About the role:
We seek an experienced and motivated team player to join our team. The successful candidate will be responsible for providing solutions to WordPress and Cloud Hosting-related issues.
Key leadership skills:
Supervise and manage a team of technical customer support agents
Ensure team members are properly trained and equipped to handle technical and customer service issues
Oversee daily operations, including customer support and service delivery
Monitor and report on team performance and customer satisfaction
Foster positive team dynamics and resolve conflicts
Collaborate with other departments and stakeholders to improve processes and achieve company goals
Provide guidance and support to team members, and assist with problem-solving and decision-making
Set performance goals and conduct regular performance evaluations
Manage team schedules, assignments, and workloads
Ensure compliance with company policies and procedures.
Proactive in coming up with ideas to better the current customer service care and flow.
Key Technical Skills:
WordPress (PHP, HTML, CSS and Javascript)
Command Line Interface (CLI)
Google Cloud
Nginx
Apache
Cloudflare
Technical Responsibilities:
Work with cloud services such as Cloudflare
Ensure high availability and performance of applications
Automate repetitive tasks and processes
Collaborate with development teams to resolve technical issues
Monitor and maintain WordPress sites
Manage and secure databases
Stay up-to-date with emerging technologies and industry trends.
Provide training and support to tier 1 and 2 support
Document technical processes and procedures
Troubleshoot technical issues related to WordPress hosting, including server configurations, backups, and plugin conflicts
Monitor server performance and optimize as necessary.
Collaborate with the development team to resolve technical issues and implement new features.
Qualifications:
Bachelor’s degree in Computer Science or a related field
Strong understanding of cloud infrastructure
Knowledge of containerization using Docker
Strong problem-solving and analytical skills
Ability to work independently and in a team environment
Excellent communication and interpersonal skills.
Proven experience as a team leader or similar supervisory role
Excellent customer service and communication skills
Ability to motivate and lead a team, delegate tasks effectively
Problem-solving and decision-making abilities
Organizational and time management skills
Familiarity with industry standards and regulations.
Salary: $2,000 per month
Job Type: Full-time
Benefits:
Additional leave
Paid training
Work from home
Schedule:
8-hour shift
Salary $2,000