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: