Senior Technical Support Engineer (offline)

Requirements:
— Minimum 5 years of Drupal/Wordpress/general Web development;
— Flair for excellent customer service and strong relationship management skills;
— Deep understanding of PHP (program & debug PHP);
— Minimum 3 years previous experience doing IT or tech support;
— Experienced with the full stack, caching, and performance tuning;
— Skilled in GIT;
— Solid experience using the command line;
— Good communication and collaboration skills;
— Patience, understanding and calm under pressure;
— Excellent writing skills and is very personable via email;
— Experienced in a customer-facing role;
— Clear communicator, a creative thinker, and empathetic.

Responsibilities:
— Provide technical guidance and platform information to the top tier customers (reviewing log files, New Relic data, codebase structure/contents and identifying potential points of failure, as well as areas of improvement);
— Provide detailed site performance analysis reports as needed;
— Provide leadership in elite case handling for other Support Engineers;
— Provide Customer Success Managers with technical data for their clients;
— Maintain and enhance Customer Relationships;
— Assisting with testing products and tools (i.e. Terminus, Quicksilver).

Will be a plus:
— Having D.O. and/or Wordpress.org profiles;
— Being a regular attendee at DrupalCamps and/or WordCamps;
— Project management experience, or similar experience working on a team to solve problems;
— Proactive approach and self-organization.

We offer:
— Flexible hours + remote work days;
— Working directly with the customer;
— A cozy office in the city center;
— An excellent compensation package.