Support Engineer at Kinsta

About Kinsta

Kinsta is a leading provider of managed hosting for WordPress, serving a growing community of more than 120,000 businesses, including startups, universities, and Fortune 500 companies. The company is driven by a commitment to excellent quality and holds a 97% customer satisfaction rating.

At Kinsta, every day is an opportunity to grow. Team members continuously inspire one another to learn new and better ways to make an impact. Employees own their work proudly, leaders offer support without micromanaging, and the environment is flexible and remote first.

About the Role

As a Support Engineer, you will use your technical knowledge, curiosity, and communication skills to deliver world class technical support to customers through the live chat system. Reporting to the Support Manager, you will join the core of Kinsta, a team that embodies the company DNA and its drive to provide industry leading support.

This role requires a shift of Saturday through Wednesday, 4 PM to 12 AM UTC. The 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

• Complete fluency in English with excellent written communication skills.
• Great customer service skills with online customer service experience.

Bonus Points If You

• Have experience with technologies such as Linux, NGINX, MySQL/MariaDB, PHP, DNS, CDN, and caching (object and page).
• Understand WordPress, including database structure, file and directory structure, wp-config.php directives, and other common WordPress topics.
• Have experience with WP-CLI.
• Are comfortable navigating 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.

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, including 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.

Equal Opportunity

Kinsta is proud to be an equal opportunity employer. The company will not discriminate and will take actions to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the basis of race, color, gender, national origin, citizenship, age, religion, creed, disability, marital status, veteran status, sexual orientation, gender identity, gender expression, or any other status protected by the laws or regulations in the locations where the company operates.

By applying to one of the positions, you agree to the processing of the submitted personal data in accordance with Kinsta's Privacy Policy, including the transfer of your data to the United States.