Hi, my name is Brad Touesnard. I’m the founder and CEO of SpinupWP, a modern cloud server control panel designed to manage WordPress sites and serve them lightning fast.

We are a small team of talented developers, designers, and marketers. There’s our dev team of George and James, our L2 support agent Andre, our designer Lewis, and our marketer Caillie. I have a background as a developer, but these days I’m the head of product, director of marketing, CFO, and whatever other hats need wearing. 🤪 I’m very proud to say that our company has been managing to delight thousands of customers, working from our homes since 2017.

We have big plans for the next 12 months and this is a great opportunity to join a small team of talented folks building an awesome product.

The Job

I’m looking for a full-time L2 Technical Support Agent to join Andre in supporting our customers via email (we don’t offer phone or chat) and take pride in the work. They’ll start by answering questions that they can find answers to by searching through ticket history, by using our app, and reading our documentation. Eventually they’ll dig into problems by carefully poking around customer servers and sites (with their permission of course). This individual will help upgrade our support service from 🙂 to 🤯.

Responsibilities

  • Support customers. Customers email us with problems they’re having and you reply to help them.
  • Process. You will help put processes in place to ensure the constant improvement of the support team, our email responses, and our documentation.
  • Document. You will be constantly updating and improving our internal documentation as well as our public facing documentation in an effort to help customers help themselves before even emailing us.
  • Report to the team. You will collect customer feedback and will compile and share this feedback with the rest of the team to inform our roadmap.

Requirements

  • Located in a time zone between GMT-4 and GMT-8
  • Able to work an 8-hour shift between 09:00 and 20:00 ET
  • 2+ years supporting a technical product
  • Experience in software development and/or system administration
  • Strong creative thinking and problem solving skills
  • Compassionate
  • Extremely organized
  • Project management skills
  • Curious and a hunger to learn on your own without being pushed
  • Ability to learn how to use software quickly on your own
  • Love working remotely

Bonus Points

  • Experience providing support to technical people (e.g. software developers)
  • Experience in web hosting
  • Open source contributions
  • Computer Science degree or equivalent

About You

You feel a profound sense of accomplishment after helping a customer resolve an issue that was frustrating them. You have a strong compulsion to help when people need it. Technical support isn’t just a job, it’s important to you that people get the best possible answer, not just a reply.

When you encounter something you’re not sure about, you stop, research, ask questions, and make sure, rather than giving it a best guess. The idea of sending incorrect information to a customer is mortifying and completely unacceptable to you.

You have years of experience supporting technical products and enjoy explaining technical concepts as simply as possible.

You’re curious and love to learn. You embrace the opportunity to level up, learn something new and really dig into it. You’re a disciplined worker and have no trouble getting work done at home on any given day.

You value consistency above preference and will adopt new styles, standards, and tools to that end.

Although you enjoy working with people to help you generate ideas and formulate a plan of attack on a project, you do your best work in isolation without interruption. You’re proactive in tackling things that need to be done without direction.

You’re exceptional at communicating in writing via direct message, email, etc. You’re ok on the phone and video chat too. You understand that clear, concise written communication is how remote teams thrive. People being confused by a message you’ve posted is extremely rare.

You own both successes and failures. When a project you’re leading turns into a disaster, you own it and you learn from it. You never point the finger at others.

You invite criticism and genuinely want to grow as a professional. You’re onboard with pushing each other to be better and are not afraid to give constructive criticism in addition to receiving it.

The Offer

  • Pay. $2,000 – $3,500 USD per month.
  • Remote First. We have always been a remote company, since the very start in 2012. Working from home has its challenges, but you’ll be surrounded by compassionate folks who have been successfully working from home for many years.
  • Company Retreats. Our last company retreat was in San Diego, around WordCamp US 2022. Will join us for our next one?
  • Location Independent. Work from wherever you’re happiest so long as your time zone is between GMT-4 and GMT-8. All members of our team currently work from their homes in Canada, Mexico, and South Africa.
  • Company Holidays. Things get pretty quiet in late December / early January, so we typically just check in on support now and then instead of working full days.
  • Paid Leave. For the birth or adoption of a child, the company offers 8 weeks of 100% paid leave for primary caregivers and 3 weeks for secondary caregivers. We also offer 5 paid sick days and 3 days of paid bereavement leave.

Apply

To apply, send an email to work@spinupwp.com describing your location, why you’re applying, and why you’re a fit for this role. Include your resume. If we like what we see, we’ll arrange a 15 minute meet and greet call to kick things off.

We are an equal opportunity employer. Application information that is prone to unconscious biases is hidden during the review process whenever possible. We judge the content of the applications on their own without knowledge of the applicant’s race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. We support workplace diversity, but not at the expense of equal opportunity and meritocracy. We’re looking for talented and empathetic people no matter their other attributes.

I look forward to reviewing your application.

Brad Touesnard Founder & CEO SpinupWP Inc.

Last Updated: February 9, 2024