Technical Support Engineer - EMEA

Technical Support Engineer - EMEA

We take great pride in the high quality of Servebolt's Support Team and we're constantly working to improve it. Servebolt is a modern cloud hosting and internet infrastructure company that specializes in hosting and scaling PHP-based applications, particularly WordPress and WooCommerce websites. Our services are based on advanced technology, and we're proud of the amazing customer satisfaction rating our support team continues to receive. As our client base continues to grow, we're seeking a skilled Support Engineer with excellent communication and technical abilities to provide top-tier technical support to our customers and take part in the growth of Servebolt.

As one of Servebolt’s Technical Support Engineers, you will:

• Provide value in both the short-term and long-term. Short-term is helping a single client with their problem, while long-term is sharing knowledge by using the client's issue as a starting point for an article that can help many future customers.
• Be part of a fully remote culture with a globally distributed, international team
• Have a great opportunity for self-development and training
• Take ownership of issues reported by customers and see problems through to resolution
• Write documentation on how both current- 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 helping 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

Your experience should include:

• 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 are 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 is a passionate, technical, communicative, structured and ambitious individual who's not afraid of a challenge
• As a Servebolt Support Engineer, you need to have the ability to deliver positive results even when working at a high pace and under pressure, as well as the ability to have multiple ongoing cases and conversations with clients
• You have experience with WordPress and WooCommerce
• You have experience in customer service and exceptional communication skills
• You understand PHP and MySQL
• You know your way around command line tools
• You are accustomed to working as an active member of a team, working toward a common goal
• As we are a UNIX-powered organisation, the ideal candidate likely prefers to use MacOS or Linux

All of our Support Engineers must meet the following core requirements

• Advanced level of English (B2 or above)
• Communication stamina (the ability to not show frustration, even when clients are frustrated)
• Personal interest, knowledge, and professionalism in Internet infrastructure and technology
• General curiosity and being highly motivated to acquire new industry knowledge
• Self-motivated, and able to follow through on a task and get it over the finish line
• Taking genuine ownership and responsibility proactively, rather than waiting for others to do so

All Servebolt employees are expected to:

• Have a genuine interest in the web hosting industry and in Servebolt as a company, as well as having the company's best interest in mind
• Understand that solving tasks and questions in itself is not enough – it doesn’t end there. You are an individual who sees opportunities as they arise and know how to use them to enrich the company in its best interest
• Working at Servebolt means wanting to actually make a difference to the company, what we do and how we do it. All Servebolt employees are expected to act and behave in the best interest of Servebolt
• You understand that for Servebolt to truly service our customers, turning answers and solutions into reusable knowledge for the team is a key ingredient
• Having an interest in making the Internet faster with amazingly fast hosting. Without complexity and shortcuts.