Senior Technical Support Engineer — Enterprise WordPress & Infrastructure
Kinsta
Serving as the primary senior escalation authority for enterprise agencies, SaaS organizations, WooCommerce businesses, and high-traffic WordPress environments. Owning complex technical investigations from initial triage through root cause resolution, acting as the bridge between customers, Engineering, Systems, and Product teams. ● Serve as trusted technical advisor and escalation owner for enterprise-tier customers — leading advanced WordPress, WooCommerce, Linux, NGINX, PHP, MySQL, DNS, SSL/TLS, and Cloudflare investigations that directly protect platform availability and customer revenue. ● Conduct deep-dive root cause analyses involving server logs, PHP error streams, database behavior, cron execution, resource contention, and infrastructure dependencies — delivering actionable findings that prevent recurrence and improve platform reliability. ● Lead DNS troubleshooting and configuration across A, AAAA, CNAME, MX, TXT, SPF, DKIM, DMARC, NS, and CAA records, guiding enterprise customers through migrations, domain transitions, email authentication hardening, and propagation challenges without service disruption. ● Analyze and resolve NGINX server configurations including redirect chains, rewrite rules, location block conflicts, security header enforcement, cache behavior anomalies, and access control — restoring functionality for business-critical websites. ● Drive PHP-layer investigations covering fatal errors, memory exhaustion, execution timeouts, plugin conflicts, theme incompatibilities, deprecated function usage, and performance bottlenecks — reducing recurring incidents through proactive code- level guidance. ● Leverage SSH and WP-CLI to perform advanced diagnostics, database search-and-replace operations, plugin lifecycle management, cache invalidation, and application-layer troubleshooting for complex WordPress environments. ● Investigate slow query patterns, autoloaded option bloat, Action Scheduler backlogs, WooCommerce checkout performance, AJAX endpoint bottlenecks, and resource-intensive background processes — improving transactional performance for revenue-generating eCommerce environments. ● Provide Cloudflare architecture guidance across DNS, CDN caching, SSL modes, WAF rule sets, rate limiting policies, bot mitigation strategies, and firewall configurations — improving security posture and content delivery for enterprise customers. ● Coordinate cross-functional incident response with Engineering, Systems Administration, Product, and Customer Success teams to drive resolution of critical platform issues and contribute findings that improve infrastructure stability. ● Deliver strategic infrastructure consultation that enables customers to scale confidently — improving website performance, operational reliability, and long-term platform architecture. ● Author and maintain internal knowledge base documentation, advanced troubleshooting procedures, and runbooks that elevate support team quality and accelerate resolution times.
