Technical Support Engineer - Part Time Weekends - remote

Defiant Inc

Posted 2 years ago

Description

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.

Are you excited about working for a technology company that is securing the web? Are you looking for part time remote work with a flexible four (4) hour daily minimum schedule on Saturdays and Sundays? If so, this may be your dream job!

The hourly rate is $25 - 35 USD, depending on experience.

You Will:

Provide Premium and free technical 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.

You Are:

Willing to grab whatever task is required of you and run with it. This may include work outside of your core tasks. We are a small team and everyone needs to pitch in.
Highly productive and able to function well independently.
Comfortable working remotely and interfacing with other team members using Slack and other remote tools.
An excellent communicator in written and verbal English.
An outstanding teammate: self-directed and able to collaborate easily, knowing when to ask for help and how to give and receive feedback.
Nimble, able to come up with creative solutions, and mature in your approach to solving challenging problems.
Enthusiastic and able to see opportunity when problems arise.
Empathetic and patient: some of our customers have experienced hacked sites. You should be able to comfort customers and de-escalate stressful situations.

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 an Assessment Test as part of the application process. You will receive an invitation to complete the test if your application is accepted.
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 or independent contractor relationship.
All offers of employment or an independent contractor role 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 an offer of employment or independent contractor role with the company.

Benefits

Full time telecommuting and flexible working hours, with a company that has been 100% remote for over 8 years.
Paid Time Off.
Approximately 11 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.
Beverage reimbursement for coffee, tea, water, etc.
Paid training and study time for work-related training and certifications.
College tuition and Student Loan 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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