Customer Support Engineer

 Are you excited about working for a technology company that is securing the web? Are you looking for full-time, flexible hours* working remotely from your home office? 
 

 If so, this may be your dream job! We’re seeking Customer Support Engineers to work any of these schedules:


 
Monday - Friday, 11am - 8pm Pacific Time (UTC-8) 
 
Tuesday - Saturday, 11am - 8pm Pacific Time (UTC-8)
 
Wednesday - Sunday, 11am - 8pm Pacific Time (UTC-8)
 
Thursday - Monday, 11am - 8pm Pacific Time (UTC-8)
 
Friday - Tuesday, 11am - 8pm Pacific Time (UTC-8)
 
Saturday - Wednesday, 11am - 8pm Pacific Time (UTC-8)
 
Sunday - Thursday, 11am - 8pm Pacific Time (UTC-8)


 *Required core hours of 11am - 1pm Pacific Time (UTC-8) Monday through Friday, depending on scheduled shift.
 

 
Full time salary of $50,000 to $80,000, depending on experience.


 

 



 

  You Will:


 
Provide Premium and free support to our customers through email and forum posts. We do not offer phone support.
 
Patiently work through the resolution of support emails and questions. This involves flexibility in both customer care and incident management.
 
Provide timely, accurate and courteous support to achieve the highest possible customer satisfaction.
 
Acquire and maintain an excellent technical understanding of Wordfence and other Defiant products.
 
Identify support trends by gathering and sharing information with coworkers.
 
Proactively and reactively create and curate support documentation.
 
Appropriately escalate complex situations.
 
Sympathize with our customers and promote our company value of providing excellent customer support.


 

 
Requirements


 

  You Have:


 
The ability to speak and write fluently in English.
 
A good understanding of WordPress as a CMS and PHP application.
 
General knowledge of Internet protocols, web tools, programming languages and security infrastructures.
 
Excellent analytical ability and problem solving skills.
 
Problem solving and critical thinking. Ability to perform advanced troubleshooting and guide customers through the same. Ability to search information and evaluate it independently, or present hypotheses to coworkers for input.
 
On screen multitasking. You will be working in several different interfaces at once and must be able to effectively answer customers and communicate with coworkers over the course of the day.
 
A fast and reliable internet connection.


 
Additional Information:


 
All positions require a trial period of approximately 2-3 weeks with a minimum commitment of 10 hours per week. You will be paid for this short-term contract, and it will be used to evaluate whether both parties want to pursue an ongoing, regular employment relationship.
 
All offers of employment are contingent on successful completion of a background check. The results of the background check are considered as they relate to the position and do not automatically disqualify someone from a offer of employment with the company.


 

 
Benefits


 
Full time telecommuting and flexible working hours, with a company that has been 100% remote for over 8 years.
 
100% employee premium and 50% of dependent premium paid by company for premier- level medical, dental, and vision insurance.
 
21 days PTO per year to start.
 
Approximately 12 paid company holidays including the week from December 25 to January 1.
 
401(k) with a 4% Safe Harbor company match that is 100% vested immediately.
 
Latest in laptop and workstation technology.
 
Wellness reimbursement program for health and fitness purchases.
 
Mobile phone and internet reimbursement up to $100 per month.
 
Monthly beverage reimbursement for coffee, tea, water, etc.
 
Paid training and study time for work-related training and certifications.
 
College tuition reimbursement.


 



 
Diversity at Defiant


 

 We value diversity and do not discriminate based on race, color, religion or creed, national origin or ancestry, sex, age, physical or mental disability, military or veteran status, gender identity or expression, marital status, sexual orientation, political ideology, economic status, parental status, or any other non-performance-related status.