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From our award-winning buyer help staff to the engineers who hold our platform and providers quick and performant, every one in all WP Engine’s greater than 1,000 workers is significant to fulfilling our mission to energy confidence on-line.
We take pleasure in our staff’s experience, whether or not in technical troubleshooting for WordPress websites, driving relentless innovation throughout our totally managed internet hosting platform, or offering distinctive help for our company companions.
On this ongoing sequence, we converse with WP Engine’s specialists to be taught extra about their roles, areas of experience, and contributions to the corporate’s success.
On this interview, we converse with Raphaela Kelly, aka Rapha. She’s a senior technical help agent based mostly in Galway, Eire.
Say hey to Rapha!
Rapha is a gamer who enjoys life and immersive simulation video games like Stardew Valley, The Sims, and Animal Crossing. She’s additionally an important member of WP Engine Eire.
Initially from Espírito Santo, Brazil, Rapha joined a pupil alternate program to Europe in 2019, the place she met an Irishman who would later turn into her husband. After some worldwide modifications in residence—together with a few years again residence in Brazil and a fast stint in Portugal—she formally moved to Eire in 2021, and utilized at WP Engine shortly after.
“I had been very energetic within the open-source neighborhood again in Espírito Santo, so WordPress was already acquainted to me,” Rapha says.
“Whereas researching potential jobs, I used to be pleasantly shocked to be taught that WP Engine is extremely rated by Nice Locations to Work as nicely.”
When she’s not working or gaming, Rapha additionally enjoys spending time open air or taking within the metropolis.
“I like taking a superb stroll. Dwelling in Eire, it’s arduous to not—the place is totally gorgeous,” she says.
“I reside in Galway. I like that it’s not a really massive metropolis, but it surely’s very energetic. Irrespective of the climate, there may be at all times one thing occurring in Galway, and strolling down Store Road at all times offers a little bit of leisure.”
Though she lives simply over an hour from the WP Engine Eire workplace in Limerick, she nonetheless visits the bustling hub to say hey.
“Everybody could be very heat and supportive. We now have enjoyable collectively, and going to the workplace is at all times nice craic,” says Rapha.
“Though I work principally remotely, I make some extent of going to the workplace after I can to attach with folks.”
Rapha’s profession journey
Earlier than becoming a member of WP Engine, Rapha had loads of technical expertise, together with a background working with a number of applied sciences WP Engine integrates into our present platform configuration.
“I had labored for Cloudflare beforehand, which made WP Engine much more interesting to me,” says Rapha.
“Working with Linux, WordPress, and Cloudflare providers makes me really feel proper at residence.”
Now, she offers skilled recommendation to our clients as a member of our help staff. As a senior technical help agent, her function usually entails dealing with extra advanced points.
“I feel my expertise working with open-source providers, networks, and Cloudflare helps me perceive issues extra simply, making me one of many go-to folks for uncommon circumstances,” she says.
“It additionally helps that I like a little bit of sleuthing. If there’s one thing I don’t know but, I’ll go be taught it to assist our clients.”
When requested what recommendation she would give to somebody beginning out on a profession journey just like hers, Rapha’s recommendation mirrored that of her colleague, Julio.
“Ask questions. Coming into any IT area might be difficult, particularly if you happen to didn’t begin in IT,” she says.
“Some individuals are afraid to ask questions, however nobody can know the whole lot. Working in IT is a continuing studying course of, and asking for assist is among the greatest methods to get the dangle of issues.”
Phrases of knowledge: Deal with discovering options
Probably the most difficult features of Rapha’s function isn’t just the complexity of the problems she is tasked with fixing but in addition the extent of frustration that always accompanies this complexity.
“The circumstances I work on are technically difficult, however they’re additionally usually difficult on a social stage. It’s not straightforward to refocus a buyer on resolving the issue slightly than letting them dwell on their frustration,” she says.
“I consider I’m an empathetic individual, and I do my greatest to place myself within the buyer’s sneakers day-after-day.”
Advanced points are sometimes those most rife with alternatives to be taught, and Rapha makes use of these moments to hone her personal abilities—each from a technical and interpersonal perspective.
“We now have such quite a lot of clients, and I be taught loads from working with them to know their particular wants and conditions,” she says.
“There’s often a mixture of applied sciences concerned, which actually retains me on my toes. And since WP Engine can also be consistently altering and adapting to extra trendy applied sciences, I be taught loads from our engineering groups as nicely.”
Even throughout probably the most difficult circumstances, when tensions are excessive and it’s straightforward to really feel defeated, Rapha stays centered on discovering options and remaining optimistic.
“Don’t take it personally. If a buyer is upset with a difficulty, our focus must be on resolving it,” she mentioned.
“It’s comprehensible to really feel pissed off by an issue—I really feel it myself. But it surely’s not private, so we have to empathize and never let that frustration have an effect on our problem-solving.”
Powered by folks
WP Engine is powered by folks identical to Rapha who work across the clock to optimize our platform and options to offer the absolute best digital experiences on WordPress.
When requested to determine her favourite facet of her job at WP Engine, her reply wasn’t all too shocking.
“The folks—each our workers and our clients. We now have a really various workforce and buyer base, and I like that. Everybody has one thing distinctive about them, and I get pleasure from discovering alternatives to attach with folks.”
Need to discover out extra about what it’s prefer to work at WP Engine? Go to our careers web site to see the roles we at the moment have open and take a look at our weblog for extra details about all the nice individuals who work right here!
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