Support Engineer

📋 Description

• • Own every customer interaction end-to-end. When a ticket lands in our queue you become the single point of accountability, investigating, reproducing, and resolving issues until the customer is genuinely delighted. You’ll document root causes, update internal knowledge bases, and hand off long-term fixes to engineering so the same problem never appears twice.
• • Master the full Kinsta stack. You’ll dig into Linux containers running NGINX, MySQL/MariaDB, and PHP-FPM, trace DNS propagation through Cloudflare, and tune object & page caching layers to shave milliseconds off load times. Every day is a lab session where you’ll use WP-CLI, SSH, and server logs to uncover why a plugin update broke a checkout or why TTFB spiked at 3 a.m.
• • Communicate like a human, not a robot. Our customers range from first-time bloggers to Fortune 500 DevOps teams, so you’ll translate complex technical findings into clear, empathetic messages delivered via live chat. You’ll set expectations, provide step-by-step guidance, and follow up proactively until the issue is closed to the customer’s satisfaction.
• • Level-up continuously. You’ll spend at least 10 % of your week experimenting with new WordPress releases, beta features, and edge-case configurations. We run internal lightning talks, peer code reviews, and “break-the-site” game days so you can safely push boundaries and share discoveries with the global team.
• • Champion the customer inside Kinsta. You’ll surface recurring pain points to product, advocate for UI improvements, and write concise bug reports that help engineers prioritize fixes. Your voice directly shapes our roadmap and keeps our 97 % satisfaction rating climbing.
• • Work a fixed, family-friendly shift. We’re hiring two Support Engineers: one covering 1 PM–9 PM UTC and the other 4 PM–12 AM UTC, Monday–Friday. These windows let you serve North-American and European customers while still having predictable evenings and weekends free.
• • Thrive in a remote-first culture. Our 300+ teammates span 70+ countries, collaborating via Slack, Notion, and Zoom. You’ll set up your own ergonomic workspace with our annual remote-expense budget, join virtual coffee chats, and meet colleagues at optional regional retreats.
• • Grow without glass ceilings. After year one you’ll unlock an annual professional-development stipend for courses, conferences, or certifications. After three years you’ll qualify for a paid sabbatical—three weeks off to recharge, travel, or build that side project you keep dreaming about.