Remote Customer Success Technical Lead, Pressable

Description:

• Pressable is seeking a Customer Success Technical Lead to enhance the customer experience.
• The role involves partnering with the Director of Support to improve customer interactions.
• Responsibilities include addressing WordPress and platform-related inquiries for enterprise clients and agencies.
• The position requires advanced troubleshooting for WordPress performance and platform issues.
• The lead will write and maintain technical documentation and contribute to the WordPress support community.
• Educating the Customer Success team to elevate their technical skills is a key part of the role.
• The lead will collaborate with other teams within Pressable and Automattic.
• The role includes assisting the Sales team in acquiring Agency leads.
• Interacting with customers through email and live chat to resolve WordPress-related issues is essential.
• The lead will help customers troubleshoot DNS issues and migrate WordPress installations to Pressable.
• Identifying and cleaning malware-infected sites while providing preventive advice is also part of the job.

Requirements:

• Candidates must be experts in WordPress, with a deep understanding of its inner workings and common issues.
• An advanced foundation in investigating WordPress performance issues is required, including familiarity with tools like Grafana.
• Understanding WordPress security issues and the ability to identify potential threats is essential.
• Knowledge of core web technologies, including HTTP request methods, security, and caching, is necessary.
• Familiarity with HTTP status codes, redirects, cookies, headers, CSP, HSTS, and CORS is welcomed.
• Proficiency in using browser developer tools is required.
• Candidates should have experience with web technologies such as PHP, HTML, JavaScript, CSS, and Git.
• A strong eagerness to learn and adapt, along with the ability to teach others, is important.
• A self-driven work ethic and the ability to take initiative are essential for success in this role.
• Excellent written communication skills are necessary to explain technical concepts clearly to customers and team members.

Benefits:

• Health benefits for US-based staff, including 99% paid employee medical, dental, and vision coverage.
• A matching 401(k) plan is available for US-based employees.
• Life and disability insurance is provided for US-based staff, with 100% paid life and long-term disability coverage.
• Employees can work from home with allowances for home office setup and coworking spaces.
• An open vacation policy allows for flexible time off without a set number of days per year.
• The company supports continued learning by providing hardware, software, books, or conference attendance.