Job Description:
• Monitor the health, availability, and performance of Rocket.net servers, services, and customer environments.
• Proactively identify infrastructure issues, performance degradation, and potential service disruptions.
• Investigate alerts and operational events to maintain platform stability.
• Perform regular platform health checks and ensure critical systems are operating correctly.
• Participate in incident response and coordinate troubleshooting during customer-impacting events.
• Communicate platform issues, updates, and resolutions to relevant internal teams.
• Provide advanced technical support for VIP customers and customers with complex hosting-related issues.
• Act as a senior escalation point for WordPress Support Engineers when issues require deeper technical investigation.
• Troubleshoot complex issues involving servers, websites, networking, DNS, performance, caching, and hosting infrastructure.
• Assist customers with advanced technical problems beyond standard WordPress troubleshooting.
• Investigate and resolve issues involving server resources, application performance, connectivity, and platform behavior.
• Work directly with customers when required to provide expert-level technical assistance.
• Ensure escalated customer issues are handled with urgency, ownership, and clear communication.
• Troubleshoot and maintain Linux-based production environments.
• Investigate issues related to NGINX, Apache, PHP-FPM, MySQL/MariaDB, Redis, and other platform services.
• Assist with server maintenance, configuration changes, and operational improvements.
• Support security updates, system hardening, and infrastructure best practices.
• Monitor resource usage and identify capacity or performance concerns.
• Help improve monitoring, automation, and operational workflows.
• Work closely with WordPress Support Engineers, Shift Leads, Site Reliability Engineers, and Engineering teams.
• Provide technical guidance and knowledge sharing to Support teams.
• Help create internal documentation, troubleshooting guides, and knowledge base articles.
• Identify recurring issues and recommend improvements to reduce future incidents.
• Participate in incident reviews and root cause analysis.
Requirements:
• 3+ years of experience in SRE, DevOps, Platform Engineering, or similar roles.
• Strong experience troubleshooting Linux production environments.
• Experience supporting customer-facing technical environments.
• Strong understanding of web hosting technologies including NGINX, Apache, PHP-FPM, MySQL/MariaDB, and Redis.
• Advanced troubleshooting skills across WordPress, servers, DNS, networking, and performance issues.
• Experience with Linux command line (SSH).
• Strong understanding of DNS, HTTP/HTTPS, SSL/TLS, CDN, and caching technologies.
• Experience with Cloudflare, WAF, and web performance optimization.
• Experience with monitoring tools and incident response processes.
• Ability to troubleshoot complex issues independently and communicate technical solutions clearly.
• Excellent written and verbal communication skills (English).
• Ability to work under pressure during customer-impacting incidents.
Benefits:
• Ability to work from anywhere in the world.
• Flexible Vacation.
• Paid Education.