Overview

The customer support team is the heart of the Flywheel organization. At other companies, support is an afterthought – often a second class citizen – but not here. At Flywheel we live and breathe customer support, and are looking for some amazing people to help us continue to provide an exceptional experience to our customers.

Our support team (we call them Happiness Engineers), focuses on going the extra mile to make sure our customers are happy. They help with all types of issues ranging from servers down to recommending plugins.

A Happiness Engineer’s typical responsibilities include…

  • Responding to email tickets, online chat or phone calls to help Flywheel customers with their website issues
  • Troubleshooting the most technical of issues, escalated from our Tier 1 support team
  • Debugging performance issues related to PHP and/or WordPress sites using New Relic or similar tools
  • Digging into and solving technical issues related to anything along the LEMP stack
  • Combing through logs to identify errors being generated from code being executed on the server

Happiness Engineers at Flywheel come from a diverse set of backgrounds. From musicians to WordPress developers. In general though, we look for the following skills…

  • A desire to help people, and a strong sense of empathy for their needs
  • Basic to advanced knowledge of MySQL
  • Basic to advanced knowledge of Apache and NGINX
  • Comfort with the command line/general internet infrastructure (DNS / SFTP Linux, etc.)
  • Willingness to learn new things, and an aptitude for technology
  • Excellent written English – Both short form (emails/chats) and long form (documentation)
  • Intermediate knowledge of WordPress and WordPress Plugins and Themes

We are also just getting started building out our remote support team. Here are a few things our remote employees will have to look forward to…

  • Monthly stipend for coffee, snacks, coworking space
  • Office stipend to allow you to create the home workspace of your dreams. Want a gigantic monitor or super comfy chair? Just buy it and we’ll reimburse you up to a set amount.
  • Quarterly trips to our headquarters in the United States to hang out with your co-workers at our amazing office in Omaha, Nebraska.

Flywheel’s customers are some of the top designers and agencies in the world, and they build beautiful, amazing websites with WordPress. The job of the support team (and everyone at Flywheel) is to help them focus on doing what they love – and leave the hosting to us.

If you’ve built WordPress sites, love solving problems for people, and are ready to join a fast-growing company, we’d love to hear from you.