Technical Support Manager (2nd Shift) at WP Engine

| Austin
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As part of WP Engine's rapid growth, we're seeking a Technical Support Manager for 2nd Shift to join our team. This Manager will be leading a diverse technical support team while handling strategic and tactical responsibilities. This person will play a key leadership role in the overall customer experience organization, and will be responsible for managing to key performance metrics.
*2nd Shift: Monday - Friday, 3:00pm - 12:00am*

What is cool about this job

In this role, you will be responsible for the personal and professional development of the team, and should demonstrate a passion for supporting the platform that our customers (and WordPress developers!) Love. This person should find solving problems irresistible, enjoy working collaboratively in a fast pace, 24/7/365 environment and understand that delivering a world-class customer experience is at the heart of our business.

The day to day
  • Leading a technical team to deliver a differentiated & world-class support experience.
  • Responsible for key performance metrics ensuring speed, quality, and most importantly, customer satisfaction.
  • Ability to multi-task and prioritize tasks in order to maintain required productivity levels.
  • Working intra-departmentally with other Support Leaders to capacity plan, maintain appropriate staffing levels and handle escalated customer concerns.
  • Working multi-functionally with all departments within WP Engine to meet our Service Level Agreements (SLAs) and customer satisfaction goals.
  • Work closely with our business operations team to make sure all meaningful data being provided is up to date and accurate.
  • Partner with our recruiting team to help with reviewing resumes and conducting applicant phone screens and interviews.
  • Work with senior leadership to set direction and lead team meetings.
Your expertise and passion
  • The ideal candidate knows how to solve problems. And if you don't know how to solve them, then you need to know how to find a way to solve them.
  • 3 years plus of recent management experience supporting high performing teams.
  • You are a true Servant Leader and naturally put the needs of your team ahead of those of your own.
  • You love talking with customers to hear about their experiences and seek to understand how we can improve and over-deliver on their expectations.
  • You have a deep understanding of the IT industry, Hosting and various technologies.
  • You have an operational and tactical view of the business and can provide strategic leadership and direction.
  • You have a commitment to get things done, initiative to think about the next project, and a real passion for service.
  • Exhibit superb attention to detail and interpersonal, written, and verbal communication skills.
  • Experience with various Support Communication Systems, such as; Zendesk, as well as large scale Phone and Chat support systems.

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law. ​

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • PythonLanguages
    • RubyLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • Constant ContactEmail
    • SendGridEmail
    • MarketoLead Gen


WP Engine is on the corner of 5th and Lavaca, blocks away from the Colorado River and Congress Avenue.

What are WP Engine Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Open office floor plan
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

100% Employee Paid Medical, Dental, and Vision. Lunch provided Monday - Thursday. Equity - Every employee is an owner in the company. Paid downtown parking.

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