123 day(s) ago

Customer Support Engineer vacancy at Defiant, Inc.

Negotiable salary


Remote worker location: Worldwide
English: Advanced, Upper Intermediate, Native Speaker
Experience: 3+ years
Employment: Full-time

Defiant, Inc.

United States, Washington
Defiant is the global leader in WordPress security. We protect your assets, team and customers from known and emerging threats. When WordPress security experts need guidance, they turn to Defiant.
Defiant is a small, dynamic, fast-growing, and profitable company with loyal customers who love our products and services. We are the global leader in WordPress security, protecting over 4 million websites.

You'll work with a talented and highly-motivated team that is friendly, fast-moving, self-managing, and highly capable with a sense of humor. Our team's family time is important; we won't typically require long hours when we can avoid it, which is almost always. Our entire team works remotely using Slack for casual interaction, ­so you can live practically anywhere in the World if you have an Internet connection. There's no micro-­management here—we trust that you will see tasks through to completion and communicate with your fellow team members when needed or ask for help when needed.

At Defiant, ‘trust’ is the attribute we value most highly among our team members. We need to know that you can grab a task, communicate clearly with stakeholders, and see the task to completion with superb attention to detail.

We use apps like Slack, FogBugz, GitHub, and Google Apps for our workflow.

Description of the job

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 11am - 8pm PT for any of these schedules:
  • Tuesday - Saturday
  • Wednesday - Sunday
  • Thursday - Monday
  • Friday - Tuesday
  • Saturday - Wednesday
  • Sunday - Thursday
Full time salary of $50,000 to $80,000, depending on experience.

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

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.

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