*About the Department* The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.
*What You’ll do* Do you love solving complex technical problems and interacting with people? Are you passionate about helping customers and are a standout colleague? We are seeking a Technical Customer Support Engineer to join our team. You will work directly with our customers and cross-functionally to solve a variety of technical issues. This is a position where you will learn the inner workings of our products and gain a deeper understanding of internet technologies.
*Key Requirements* * *Experience:* 4+ years of experience in a Technical Support role, Web Developer, Support, or a similar position, with a proven track record of resolving diverse technical issues. * *Internet Fundamentals: *Fundamental understanding of how the Internet works (OSI Model), with knowledge of our products that impact Layers 3, 4, and 7. * *Technical Proficiency: *Skilled in analyzing and troubleshooting DNS, SSL/TLS, HTTP, and optimizing website performance * *Tooling Expertise: *Proficient in command line interfaces and experienced with one or more of the following tools: * browser developer tools * cURL * Git/Wrangler/npm * Postman * TCPDump/Wireshark * SSH * OpenSSL, and similar utilities * Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing
*Customer-Centric Communication: *Comfortable communicating through various support channels like chat and ticket support, with a strong commitment to putting the customer first in every interaction.
*Nice to Have: * * *Community Engagement:* Active participation in web development communities, with a demonstrated commitment to staying current with industry trends and sharing knowledge with peers * *Scripting Skills: *Competent in writing scripts in Bash, Python, JavaScript, or other scripting languages. * *You have worked with:* PostgreSQL, MySQL, MS SQL or other database servers.
*Availability And Schedule Requirements:* * Work schedules include weekdays - Monday to Friday * Ability to work on-site
Job Type: Full-time
Pay: $90,000.00 - $95,000.00 per year
Benefits: * 401(k) * Dental insurance * Employee assistance program * Health insurance * Paid time off * Referral program * Vision insurance Compensation Package: * Holiday pay * Yearly pay Schedule: * 8 hour shift