Hosting Support Engineer - Tier 2

Description:
• Supporting our customers via our live chat & support ticketing system and other communication channels.
• Responding to customers who report issues with their website(s), plugins, or hosting services and handling/debugging issues (promptly).
• Assisting customers with all hosting-related issues via platform control panels.
• Helping customers with their WordPress problems by logging into their websites, diagnosing issues, and offering solutions.
• Writing clear and helpful responses to customer queries via email, chat, and our forum.
• Providing knowledgeable recommendations for solutions to handle customer feature requests.
• Providing our SysOps, Developers, and Support Team with clear and detailed bug reports for escalation.
• Properly document & summarize tests or troubleshooting steps for communicating both with customers and colleagues.
• Assisting with and solving all manner of WordPress questions with style.
• Being an active part of the Support team.

Requirements: • At least 3+ years of experience with website site management and website migration tasks. • At least 2+ years of experience hosting WordPress applications in a Linux environment. • At least 2+ years of experience in a prior web hosting support role. • Demonstrated knowledge of the WordPress platform and WordPress hooks & filters. • Ability to diagnose Hosting issues via diagnostic logs at a server level. • An understanding of server access, error, and debug logs. • An understanding of browser console errors and debugging via developer tools. • Ability to diagnose WordPress issues by isolating issues and providing resolution. • Strong SFTP, SSH, and command-line skills, including bash scripting. • Demonstrate ability to quickly and efficiently handle a variety of common web hosting-related issues, including: DNS Zone configuration, Diagnosing common HTTP error codes, Email client configuration, FTP connections, MySQL configuration, Setting up cron-jobs. • Experience with WordPress plugins including Elementor, Learndash, TutorLMS, MemberPress, PaidMembershipsPro, WP-Fusion, and BuddyBoss. • Knowledge of PHP applications, Web Errors, Email Errors, LiteSpeed, MariaDB, Imunify360, Redis, LSCache, and Cloudflare. • Experience with WordPress-based PHP programming, CSS, SQL, and HTML. • Attention to detail and aptitude for problem-solving. • Great interpersonal communication skills; kind, supportive, and all-around friendly. • A great team player, keen on working in an expanding, motivated, distributed support team. • A can-do attitude with excellent English-based written and verbal communication skills.

Benefits:

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