Operations Engineer II at WP Engine
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
WP Engine is looking for an Operations Engineer to join our Customer Experience Operations team directly supporting the 24x7x365 Support team in numerous technical avenues and business objectives. In addition, you will be providing support to our Customer Success teams, comprised of Customer Success Managers, Technical Success Managers, and Onboarding teams.
You will work in close partnership with our Technical Support and Customer Success teams while representing Customer Experience in projects that work closely with our P&E, Technical Operations, Marketing, Learning & Development, and Sales teams. The perfect candidate will have a proven track record of optimally leading complex projects and solving complex technical or business problems while building strong relationships cross-functionally. You will represent Customer Experience, living our values through every decision! Are you the best fit?
A successful candidate would have the following attitude:
Energized by finding ways to deliver a frictionless customer experience.
Ability to balance multiple projects simultaneously, prioritizing work based on importance and urgency to prioritize where you spend your time.
Displays a high degree of calm and confidence in leading challenging company initiatives.
Strong organizational skills and are able to clearly define action items and next steps, along with the ability to follow through and get results.
A passion for technology and a desire to constantly learn.
Proactive in approach, always thinking about the future.
Ability to adapt to a changing environment, consistently applying takeaways to drive improvements.
Your curiosity leads you to seek to understand how each part of the company functions, so that you can drive impactful business outcomes.
Understanding the importance of building relationships as a foundation to partnering with key partners in different areas of the business to accomplish unified goals.
Partner with Product to deliver positive customer outcomes. Be the voice of the customer as the project lead within Customer Experience.
Put yourself in the shoes of the customer and empower Product Managers with customer inspired insights.
Understand, communicate, and facilitate CX requirements for R&D initiatives.
Build business cases by capturing data and performing in depth analyses.
Drive process improvements across Customer Experience by creating internal documentation and training processes, as well as facilitating runbook creation for escalated issues that may arise.
Use basic project management skills to discover, assess, mitigate, and communicate project risks that impact delivery timelines, the customer’s experience, and how we support our customers.
Triage and handle updates to CX for things such as process changes, incidents, and plugin vulnerabilities.
Review the Support Feedback backlog to identify improvements and bug fixes, clarify the business need, and champion next steps with Product where needed.
Participate in the WordPress community as an evangelist for WP Engine.
1 year as a Sr. L2 or higher; 9 months on the TSM, CSM, or Onboarding teams. In good standing in your current role.
Strong business acuity and a strong technical understanding of our platform.
Ability to work collaboratively with both internal groups and external partners in an agile environment with limited oversight.
Demonstrate initiative, accountability, natural leadership skills, independence and a “get things done” persona.
Demonstrate versatility in presenting and communicating complex technology and business related topics to audiences with a varying range of technical expertise.
Knowledge of WordPress, WordPress Plugins, and Themes.
Knowledge of Apache, NGINX, and Varnish are a definite plus.
Knowledge of networking fundamentals, such as DNS, SFTP & TCP/IP.
Strong written and verbal communication skills.
Availability to respond to emergency situations after hours as needed.