As a Web Advisor III you will be responsible for diagnosing and resolving escalated customer issues, with the intent of eliminating such issues where possible. While enabling front-line agents to self-resolve when necessary.

What you’ll do: 

• You will help administer customer cPanel accounts on our shared hosting platform
• You will extensively troubleshoot customer CMS’s, i.e. WordPress, Drupal, Joomla
• We troubleshoot, debug, prioritize, and recommend resolutions to problems with customer-facing applications, internal tools, and migration processes
• You will diagnose complex third-party application issues and provide quick and accurate solutions
• You need to Identify and escalate priority and systemic issues which require the attention of Enterprise Technical Operations
• You will analyze macro and micro trends within escalated support contacts, define problems and make recommendations for solutions
• Prepare documentation for software tools and processes for support and customers
• You create a positive and professional work environment at all times.
• Other duties as assigned

Who you are:

• You are proficient with cPanel software and have extensive knowledge of WordPress and other CMS’s
• You have the ability to identify systemic issues and escalate to appropriate enterprise teams with urgency
• You display a high level of proficiency in Bash scripting and working level knowledge of various coding languages (e.g. PHP, JavaScript, HTML, CSS)
• You display a working level knowledge of SQL databases
• Self-directed education and training on Endurance subsystems
• You have excellent written and verbal communication skills
• You can handle all types of customer contacts, most importantly escalated contacts from customers seeking help with their issues
• Use critical thinking skills to diagnose, troubleshoot and resolve technical issues with varying complexity, using multiple tools and systems
• Be able to analyze error logs to appropriately troubleshoot websites that include WordPress and other commonly used applications
• Be able to analyze email headers to troubleshoot and solve email delivery issues
• Experience and knowledge in Microsoft 365 and G Suite reseller portals.

Why you’ll love us:

• We break for fitness. The onsite gym makes it easy to sneak in a quick workout.
• Celebrate with us. Ain’t no party like a Tempe party.  Our winter employee blowout is an event to remember, and during our quarterly Hi-5 events, expect a lot of cheering, awards for incredible work, and always plenty of food and adult beverages.
• Brain breaks. Ping pong, pool, video games, pinball, arcade games, and board games, help you connect with your colleagues in fun ways.  If you really need to kick back and relax, take a swing in our hammocks.
• Volunteering is at our core. We’re a feel-good group of people, and we love to spend time in our communities - like helping beautify the city, and teaching at-risk kids about STEM.  We can always use another helping hand!
• Expand your career. In our Tempe office you’ll have access to a lot of teams supporting our web presence, SiteBuilder, and email marketing teams.  So don’t fear getting bored - we’ll help you expand your horizons by exposing you to career opportunities you didn’t know existed.
• We’ve got you covered. From 401k, generous PTO, tuition reimbursement, casual dress code and excellent medical, dental, and vision - we’re there for you!