Technical Support Engineer - USA

We’re proud of how the quality of Servebolt’s Support Team is rated and your goal is to make it even better.

Servebolt is a modern cloud hosting and internet infrastructure company focused on WordPress and WooCommerce hosting infrastructure. Our services run on cutting-edge technology, and we are proud of the level of skill our support team delivers our customers.

Our client base is growing steadily and we’re looking for a competent Support engineer with exceptional communication and technical skills, who can provide enterprise level technical support to our customers via our live chat support system.

As a Servebolt Support Engineer you will: 

• Be passionate about the difference between short-term and long-term value you can provide. Whereas short-term value is helping a single client with their problem, long-term value is ensuring the sharing of knowledge doesn’t end there. Long-term value is using the client’s problem as the starting point for an article which can be shared with many future customers experiencing the same problem.

• Take ownership of issues reported by customers and see problems through to resolution

• Write documentation on how both this customer and future customers can solve their problems and therefore provide meaningful contributions to the Servebolt Help Center

• Approach all situations with this mindset of creating long-term value, by identifying optimization and improvement opportunities in Servebolt’s service offering, and help implement these within the team 

• Help new clients migrate to Servebolt

• Crave knowledge and continue to own and improve your own technical and non-technical skills 

Requirements 

• We hire Technical Support Engineers with a variety of different backgrounds and expertise. Whether you are a previous WordPress developer, have experience with DevOps, or a technically-knowledgeable internet generalist who has mastered the art of customer service, the underlying shared background amongst Servebolt’s Technical Support Engineers is a passion for internet infrastructure, for improvements and optimization, and for serving our customers.

• The ideal Servebolt Support Engineer has experience from customer service in B2B

• The ideal Servebolt Support Engineer has experience with PHP and MySQL directly or indirectly through the use of WordPress and/or WooCommerce.

• The ideal Servebolt Support Engineer has ample experience with command line tools.

• Be accustomed to working as an active member of a team, working toward a common goal

All of our Support Engineers must meet the following core requirements: 

• Impeccable Professional English

• Communication stamina (the ability to not show frustration, even when clients are frustrating)

• Personal interest, knowledge and professionalism in internet infrastructure and technology

• General curiosity and highly motivated to acquire new industry knowledge 

• Self-motivated, and able to follow through on a task and get it over the finish line

• Ability to juggle multiple tasks at the same time and keep your cool 

• Taking genuine ownership and responsibility proactively, rather than waiting for others to do so