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Meet the Experts: Raphaela Kelly

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.button--tiffany-mirage{ border-radius:50px; } .hbspt-form .hs_submit .actions input{ border-radius:50px; } .form-submit .button--tiffany-mirage { background-color: #0076dc; border-color: #0076dc; } .form-submit:hover .button--tiffany-mirage { background-color: #002447; border-color: #002447; } /* End Buttons */ /* Links */ a{ color:#002447; } a:hover{ color:#006bd6; } /* End Links */ /* Blog BOP */ .widget-wrapper--interrupter{ background:#1F2426!important; color: #ffffff; } .widget-wrapper--interrupter a{ color:#ffffff!important; } .widget-wrapper--interrupter .widget { margin-bottom: 0; margin-right: 20px; padding: 20px; } .widget-wrapper--interrupter .widget-area { padding: 40px 0; } .widget-wrapper--interrupter { background-image: url(https://wpengine.com/wp-content/uploads/2017/11/logo-poof-1500x833.jpeg)!important; background-size: cover!important; background-repeat: no-repeat!important; color: #ffffff; background-position:center!important; } .hbspt-form .hs_submit .actions input { width: auto!important; } .widget-wrapper--interrupter .hbspt-form label .hs-form-required { color: #ffffff; } .widget-wrapper--interrupter .widget p { font-size: 1.375rem; } @media (max-width: 768px){ .hbspt-form .hs_submit .actions input { width: 90%!important; } .widget-wrapper--interrupter .widget p { font-size: 1rem!important; } .cta-block__title-description p { font-size: 1rem!important; } .fl-row-bg-lazy-photo.bg-scheme--light-text:not(.fl-row-bg-overlay):not(.no-overlay) .fl-row-content-wrap { background-image: url(https://wpengine.com/wp-content/uploads/2017/11/logo-poof-1500x833.jpeg)!important; background-size: cover!important; background-repeat: no-repeat!important; background-position:center!important; } } /* Custom Sidebar Edits */ .resource-center-sidebar__custom-widget .resource-center-sidebar__title { border-radius: 10px 10px 0 0; } .resource-center-sidebar__custom-widget { border-radius: 10px !important; padding-bottom:10px; } .resource-center-sidebar__custom-widget input[type=email], .resource-center-sidebar__custom-widget input[type=text], .resource-center-sidebar__custom-widget input[type=tel], .resource-center-sidebar__custom-widget .select2-selection--single { border-radius:8px; } .resource-center-sidebar__custom-widget{ } .resource-center-sidebar__content{ padding:30px; } .resource-center-hs-form button, .resource-center-hs-form input[type=submit] { -webkit-appearance: none; background-color: #0076dc; border-color: #0076dc; border-radius: 50px; text-transform: capitalize; } input[type="checkbox" i] { background-color:#ffffff; } .resource-single-callout__cover { border-radius: 20px; } /*----Sidebar Ad 2024---*/ /*This hides the blue ad */ .block-area-120083{ display: none; } #block-7 { /*display:none;*/ padding:0px !important; border-radius: 32px; box-shadow: none; } #block-7 .widget-wrapper--resource-sidebar .widget{ padding:0px !important; } #block-7 .button--lapis-white{ width: 100%; } #block-7 .wp-block-cover { padding: 32px 40px !important; border-radius: 32px; padding-top: 16px !important; } #block-7 .widget-wrapper--resource-sidebar .widget{ box-shadow: none; } @media screen and (min-width: 1140px){ #block-7 .widget-wrapper--resource-sidebar .widget{ padding:0px !important; } } @media screen and (min-width: 768px){ #block-7 .widget-wrapper--resource-sidebar .widget{ padding:0px !important; } } /* End Custom Sidebar Edits */ /* ------ 5/22/24 Brand Refresh ------ */ .page-header { background: #0ecad4; background: linear-gradient(141deg, #006BD6, #0ecad4)!important; color: #fff; } body.single-post .entry-wrapper h3 { background-clip: text !important; background: #002837; } body.single-post .entry-content a, .widget--top_blog_categories_widget a { color:#0076dc!important; } @media screen and (min-width: 960px) { body.single-post .entry-wrapper h3 { border-left:0!important; text-align:left!important; } body.single-post .entry-header { padding-left: 40px!important; padding-right: 100px; } body.single-post .entry-content { padding-left:40px!important; padding-right:40px!important; } body.single-post .posts_nav_label { padding-left:40px; padding-right:40px; } body.single-post .navigation.post-navigation { padding-left: 40px!important; padding-right: 40px!important; } body.single-post #comments { padding-left: 40px; padding-right: 80px; } body.single-post #comments { padding-left: 40px; padding-right: 40px; } } /* ------ Video Responsive Code for Blogs July6 ------ */ .youtube-video { aspect-ratio: 16 / 9; width: 100%; } /* ------ March 6 Plans Experiment - Tilley/Kelsey ------ */ .page-id-141191 #site-navigation, .page-id-141191 #secondary-navigation, .page-id-141191 #mobile-navigation, .page-id-141191 #wpe-site-header__mobile-navigation-toggle, .page-id-141191 .site-footer__widget-areas{ display:none!important; } @media (max-width: 1070px) { .page-id-141191 #masthead.site-header { box-shadow: none!important; margin-top: 20px; } } @media (max-width: 1070px) { .page-id-141191 #masthead.site-header+#content { margin-top: 0; } } .page-id-141191 .site-logo { flex: none; } /* --- End March 6 ---*/ /*------ Remove when Web3 Plans page launches ------*/ .wp-block-wpengine-plans .hosting__details .slider-box img.icon-img { display: inline-block!important; } /*------ End Remove when Web3 Plans page launches ------*/ .header-scheme--dark .nav__icon.login svg { filter: invert(100%) sepia(39%) saturate(2%) hue-rotate(300deg) brightness(1000%) contrast(101%); } /* ------ OCT CyberWeekend Plans Hero ------ */ .cyberplansbannerbackground{ background: linear-gradient(180deg, #007FEA 0%, #005BA9 100%); display:none; } .cyberplansbanner{ vertical-align:center; } .cyberplansbanner .wp-block-image {margin:1em 0 0!important; } @media (max-width: 781px) { .cyberplansbannerright{ display:none!important; } .cyberplansbannerleft{ text-align: center; padding: 20px 0; } .cyberplansbannercontainer{ margin-top:-80px; } } /* ------ NOV CyberWeekend Plans Hero ------ */ .novcyberweekendbanner{ display: flex; align-items: center; justify-content: center; } .novcyberweekendbanner .wp-block-image { margin:0 0 0!important; } .nov-cyber-week-banner--full-size { display:block!important; } .nov-cyber-week-banner--mobile { display:none!important; } @media (max-width: 780px) { .nov-cyber-week-banner--full-size { display:none!important; } .nov-cyber-week-banner--mobile { display:block!important; } } /* ------ Plans Page padding override ------ */ @media (max-width: 1070px) { body.page-id-122334 .site-content { padding-top: 0px; } } /* ------ CTA Buttons Stacked on Tablet ------ */ @media (min-width: 768px) and (max-width: 999px){ .button-group .button { margin: 10px 20px; padding-right: 100px; padding-left: 100px; } } /*------ Buy Now Page 60-day Footer Fix ------*/ .sixtyday { z-index:0; } /*------ Platform Button Nav Overlay ------*/ .platformnavbutton{ background: rgba(0,40,56,.35); } /*------ Video Lightbox Modal Styling ------*/ .mfp-wrap.fl-video-lightbox-wrap .mfp-close, .mfp-wrap.fl-video-lightbox-wrap .mfp-close:hover { color: #FFF!important; right: -44px!important; top: -40px!important; } .mfp-close { height: 44px; position: absolute; opacity: 1; font-style: normal; font-family: Arial,Baskerville,monospace; } .mfp-close:hover { opacity: .65; } .mfp-iframe-scaler [type=button] { font-size: 3rem!important; } .fl-video-lightbox-wrap .mfp-iframe-scaler iframe { left: 0%; height: 100%; top: 0%; width: 100%; border:0!important; } /*------ End Video Lightbox Modal Styling ------*/ /*--- Blog Post Custom Widget CTA CSS---*/ #custom_html-3, #custom_html-4, #custom_html-5, #custom_html-6, #custom_html-7, #custom_html-8, #custom_html-9, #custom_html-16 { padding: 0 !important; } #custom_html-7, #custom_html-8, #custom_html-9 { display: none; } #custom_html-5 { margin-bottom: 40px; } #cta_widget-9 p { text-shadow: 0px 0px 5px rgba(0, 0, 0, 0.7); } /*--- End Custom CSS ---*/ /*--- Custom CTA Padding Fix CSS ---*/ @media (min-width: 768px){ .wp-block-cover { padding: 40px!important; } } /*--- Custom CTA Padding Fix CSS ---*/ /*--- EU Sites Blog Opt-in fix ---*/ .wpe-field__fieldset.group__eu_opt_in .wpe-field__description, .wpe-field__fieldset.group__eu_opt_in .wpe-field__controls { background-color: transparent; width: 100% !important; } /*--- EU Sites Blog Opt-in fix ---*/ /*--- Header height adjust for mega ---*/ /*------ Tweak in-page subnav when OptinMonster Marbar exists ------*/ html.om-position-floating-top body.has-mega-menu #in-page-nav-menu { top: 132px; } /*------ /Tweak in-page subnav when OptinMonster Marbar exists ------*/ /*------ Remove plus sign underlines in accordion components ------*/ .fl-accordion-button:hover .fl-accordion-button-label, .fl-accordion-button:focus .fl-accordion-button-label { text-decoration: underline; } .fl-accordion-button-icon { text-decoration: none; } /*------ /Remove plus sign underlines in accordion components ------*/ /* Author: Tyler Stokes ** theme.json color quick fix */ .has-mirage-background-color { background: #002838; } /* -- Blog Form Privacy Consent fix ---- */ .widget-wrapper--resource-sidebar .blog-subscribe .wpe-field[data-name='eu_opt_in'] .group__eu_opt_in { color: #002938; } /*-- Instagram Link In Bio Page Styles --*/ #post-154128 .resource-center-sidebar { position: relative; top: 190px; display: none !important; } #post-154128 .resource-center-content__entry-meta{ display:none; } #post-154128 .resource-center-content .entry-title{ text-align: center; } /*Instagram Link In Bio Post Cards*/ #post-154128 .resource-center-content figcaption { font-style: normal; text-align: center; padding: 16px; min-height:110px; } #post-154128 .resource-center-content .wp-block-image:hover figcaption{ font-style: normal; text-align: center; color:#ffffff !important; /*background-color: #002447;*/ transition: .5s ease; opacity:1; } #post-154128 img{ background-color:#002447; border-radius: 32px; } #post-154128 img:hover { background-color:#002447; /*transition: .25s ease;*/ opacity:.55; border-radius: 30px; } #post-154128 .wp-block-image:hover .wp-element-caption { /*background-color:#002447;*/ opacity:1; } #post-154128 .wp-block-column { background-color: #ffffff; border-radius: 32px; border:solid 1px; border-color: #e5e6e7; } #post-154128 .wp-block-column:hover{ background-color: #002447; border-radius:32px; } #post-154128 figure { margin: 0px !important; } #post-154128 a { text-decoration:none; } #post-154128 .wp-block-column:hover a { color:#ffffff; } #post-154128 .wp-element-caption{ /*margin-top:-128px;*/ /*background-color:#002447;*/ opacity:1; } /*#post-154128 .wp-block-image :where(figcaption){ margin-bottom: .5em; margin-top: .5em; }*/ @media (max-width: 767px){ #post-154128 img{ border-radius:16px; } #post-154128 img:hover { border-radius: 16px; } #post-154128 .wp-block-column:hover{ border-radius:16px; } #post-154128 .wp-block-column { border-radius: 16px; } #post-154128 :where(.wp-block-columns) { margin-bottom:8px; } #post-154128 :where(.wp-block-columns.is-layout-flex) { gap: 8px; } #post-154128 .wp-block-spacer { margin-bottom: -16px; } } </style> </head> <body class="post-template-default single single-post postid-154601 single-format-standard country- no-js content-sidebar has-mega-menu"> <div id="page" class="site"> <a class="skip-link screen-reader-text" href="#content">Skip to content</a> <header id="masthead" class="site-header header-scheme--light" > <div class="wrap"> <a href="https://wpengine.com/" rel="home" class="site-logo"> <img src="https://wpengine.com/wp-content/themes/wpengine-breakthrough/images/wpe-logo-light-new.svg" width="192" style="display: block" alt="WP Engine" /> </a> <nav id="site-navigation" class="dropdown-nav primary"> <div class="nav__container nav__gradient--nightwolf" id="primarymegamenu__item--products"><a href="#" class="menu-item menu-item-type-custom menu-item-object-custom nav__link nav__top" 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</div> <p></p> </div></div><!-- #132032 --><div class="nav__container" id="mobilemenu2022__item--plansandpricing"><div class="menu-item menu-item-type-custom menu-item-object-custom nav__link nav__top nav__link--mobile nav__link--footer" ><div class="nav__call-sales"><span class="nav__call-icon"><img src="https://wpengine.com/wp-content/themes/wpengine-breakthrough/images/nav/icon_sales.svg" alt="" /></span><span class="nav__call-label">Call Sales:</span><span class="nav__sales-number"><span class="wpe-geo-phone"><a href="tel:+1-512-273-3906">+1-512-273-3906</a></span></span></div><a class='button button--lapis-mirage' href='/plans/'>Plans and Pricing</a></div></div><!-- #132033 --> </div> </nav><!-- #site-navigation --> </header><!-- #masthead --> <div id="content" class="site-content"> <header class="page-header"><div class="page-header__title">Blog</div></header><!-- .page-header --> <div id="primary" class="content-area"> <main id="main" class="site-main"> <div class="page-content-wrapper"> <div class="page-content"> <div class="page-content__breadcrumbs"> <ul class="site-breadcrumbs"> <li class="site-breadcrumbs__item site-breadcrumbs__item--post-type-post"> <a href="https://wpengine.com/blog/" title="Blog" class="site-breadcrumbs__link" > <i class="fa fa-home"></i> Blog </a> </li> <li class="site-breadcrumbs__item site-breadcrumbs__item--post-type-post"> <a href="https://wpengine.com/blog/category/finely-tuned-expert/" title="Finely Tuned Expert" class="site-breadcrumbs__link" > Finely Tuned Expert </a> </li> <li class="site-breadcrumbs__item site-breadcrumbs__item--current"> Meet the Experts: Raphaela Kelly </li> </ul><!-- .site-breadcrumbs --> </div><!-- .page-content__breadcrumbs --> <article id="post-154601" class="post-154601 post type-post status-publish format-standard has-post-thumbnail hentry category-careers category-culture category-finely-tuned-expert tag-meet-the-experts"> <div class="entry-image"> <img width="1024" height="535" src="https://wpengine.com/wp-content/uploads/2024/09/WPE-IMG-MeetTheExperts-1200x627@2x-1024x535.png" class="attachment-large size-large wp-post-image" alt="Meet the experts who keep WP Engine fast and performant!" sizes="(max-width:1024px) 50vw, 1024px" decoding="async" fetchpriority="high" srcset="https://wpengine.com/wp-content/uploads/2024/09/WPE-IMG-MeetTheExperts-1200x627@2x-1024x535.png 1024w, https://wpengine.com/wp-content/uploads/2024/09/WPE-IMG-MeetTheExperts-1200x627@2x-540x282.png 540w, https://wpengine.com/wp-content/uploads/2024/09/WPE-IMG-MeetTheExperts-1200x627@2x-768x401.png 768w, https://wpengine.com/wp-content/uploads/2024/09/WPE-IMG-MeetTheExperts-1200x627@2x-1536x803.png 1536w, https://wpengine.com/wp-content/uploads/2024/09/WPE-IMG-MeetTheExperts-1200x627@2x-2048x1070.png 2048w, https://wpengine.com/wp-content/uploads/2024/09/WPE-IMG-MeetTheExperts-1200x627@2x-1200x628.png 1200w, https://wpengine.com/wp-content/uploads/2024/09/WPE-IMG-MeetTheExperts-1200x627@2x-1500x784.png 1500w" /> </div> <div class="post-inner"> <header class="entry-header"> <h1 class="entry-title">Meet the Experts: Raphaela Kelly</h1> <div class="entry-wrapper"> <div class="entry-meta"> <span class="posted-on"><time class="entry-date published" datetime="2024-11-12T04:55:00-06:00">November 12, 2024</time><time class="updated" datetime="2024-11-14T09:44:50-06:00">November 14, 2024</time></span>&nbsp;<span class="byline"> by <span class="author vcard">Riley Cullen</span></span> </div> <h3>In our Meet the Experts series, we talk with the people working behind the scenes every day to power confidence online</h3> </div><!-- .entry-meta --> </header><!-- .entry-header --> <div class="post-content"> <div class="entry-content"> <p>From our award-winning customer support team to the engineers who keep our platform and services fast and performant, each one of WP Engine’s more than 1,000 employees is vital to fulfilling our mission to power confidence online.</p> <p>We take pride in our team’s expertise, whether in technical <a href="https://wpengine.com/support/troubleshoot-wordpress/" target="_blank" rel="noreferrer noopener">troubleshooting for WordPress sites</a>, driving relentless innovation across our <a href="https://wpengine.com/plans/" target="_blank" rel="noreferrer noopener">fully managed hosting platform</a>, or providing exceptional support for our <a href="https://wpengine.com/agency-partner-program/" target="_blank" rel="noreferrer noopener">agency partners</a>.&nbsp;&nbsp;</p> <p>In this ongoing series, we speak with WP Engine’s experts to learn more about their roles, areas of expertise, and contributions to the company’s success.</p> <p>In this interview, we speak with Raphaela Kelly, aka Rapha. She’s a senior technical support agent based in Galway, Ireland.</p> <div class="wp-block-columns is-layout-flex wp-container-core-columns-is-layout-5 wp-block-columns-is-layout-flex"> <div class="wp-block-column is-layout-flow wp-block-column-is-layout-flow" style="flex-basis:66.66%"> <figure class="wp-block-image aligncenter size-medium"><img decoding="async" width="540" height="304" src="https://wpengine.com/wp-content/uploads/2024/11/han-solo-and-me-chilling-in-the-cantina-1-540x304.jpg" alt="" class="wp-image-154607" srcset="https://wpengine.com/wp-content/uploads/2024/11/han-solo-and-me-chilling-in-the-cantina-1-540x304.jpg 540w, https://wpengine.com/wp-content/uploads/2024/11/han-solo-and-me-chilling-in-the-cantina-1-1024x576.jpg 1024w, https://wpengine.com/wp-content/uploads/2024/11/han-solo-and-me-chilling-in-the-cantina-1-768x432.jpg 768w, https://wpengine.com/wp-content/uploads/2024/11/han-solo-and-me-chilling-in-the-cantina-1-1536x864.jpg 1536w, https://wpengine.com/wp-content/uploads/2024/11/han-solo-and-me-chilling-in-the-cantina-1-2048x1152.jpg 2048w, https://wpengine.com/wp-content/uploads/2024/11/han-solo-and-me-chilling-in-the-cantina-1-960x540.jpg 960w, https://wpengine.com/wp-content/uploads/2024/11/han-solo-and-me-chilling-in-the-cantina-1-1500x844.jpg 1500w" sizes="(max-width: 540px) 100vw, 540px" /><figcaption class="wp-element-caption"><em>Rapha hanging out with Han Solo</em></figcaption></figure> </div> <div class="wp-block-column is-layout-flow wp-block-column-is-layout-flow" style="flex-basis:33.33%"> <figure class="wp-block-image aligncenter size-medium"><img decoding="async" width="490" height="540" src="https://wpengine.com/wp-content/uploads/2024/11/my-old-mug-1-490x540.jpg" alt="" class="wp-image-154608" srcset="https://wpengine.com/wp-content/uploads/2024/11/my-old-mug-1-490x540.jpg 490w, https://wpengine.com/wp-content/uploads/2024/11/my-old-mug-1-929x1024.jpg 929w, https://wpengine.com/wp-content/uploads/2024/11/my-old-mug-1-768x846.jpg 768w, https://wpengine.com/wp-content/uploads/2024/11/my-old-mug-1-1394x1536.jpg 1394w, https://wpengine.com/wp-content/uploads/2024/11/my-old-mug-1-1500x1653.jpg 1500w, https://wpengine.com/wp-content/uploads/2024/11/my-old-mug-1.jpg 1837w" sizes="(max-width: 490px) 100vw, 490px" /><figcaption class="wp-element-caption"><em>Rapha with her morning coffee</em></figcaption></figure> </div> </div> <h2 class="wp-block-heading">Say hello to Rapha!</h2> <p>Rapha is a gamer who enjoys life and immersive simulation games like Stardew Valley, The Sims, and Animal Crossing. She’s also a vital member of <a href="https://wpengine.careers/limerick-ireland/" target="_blank" rel="noreferrer noopener">WP Engine Ireland</a>.</p> <p>Originally from Espírito Santo, Brazil, Rapha joined a student exchange program to Europe in 2019, where she met an Irishman who would later become her husband. After some international changes in residence—including a couple of years back home in Brazil and a quick stint in Portugal—she officially moved to Ireland in 2021, and applied at WP Engine shortly after.</p> <p>“I had been very active in the open-source community back in Espírito Santo, so WordPress was already familiar to me,” Rapha says.&nbsp;</p> <p>“While researching potential jobs, I was pleasantly surprised to learn that WP Engine is <a href="https://wpengine.com/blog//great-place-to-work-tech-ireland/" target="_blank" rel="noreferrer noopener">highly rated by Great Places to Work</a> as well.”</p> <p>When she’s not working or gaming, Rapha also enjoys spending time outdoors or taking in the city.</p> <p>“I like taking a good walk. Living in Ireland, it’s hard not to—the place is absolutely stunning,” she says.</p> <p>“I live in Galway. I like that it is not a very big city, but it’s very active. No matter the weather, there is always something happening in Galway, and walking down <a href="https://en.wikipedia.org/wiki/Shop_Street" target="_blank" rel="noreferrer noopener">Shop Street</a> always provides a bit of entertainment.”</p> <p>Even though she lives just over an hour from the WP Engine Ireland office in Limerick, she still visits <a href="https://wpengine.com/blog//growing-our-new-home-for-wordpress-innovation-in-ireland/" target="_blank" rel="noreferrer noopener">the bustling hub</a> to say hello.</p> <p>“Everyone is very warm and supportive. We have fun together, and going to the office is always great <a href="https://www.irishcentral.com/culture/craic/irish-craic-explained" target="_blank" rel="noreferrer noopener"><em>craic</em></a>,”&nbsp; says Rapha.&nbsp;</p> <p>“Although I work mostly remotely, I make a point of going to the office when I can to connect with people.”</p> <figure class="wp-block-image aligncenter size-medium"><img loading="lazy" decoding="async" width="540" height="405" src="https://wpengine.com/wp-content/uploads/2024/11/me-and-my-husband-in-a-supposedly-waterfall-in-Ireland-540x405.jpg" alt="" class="wp-image-154609" srcset="https://wpengine.com/wp-content/uploads/2024/11/me-and-my-husband-in-a-supposedly-waterfall-in-Ireland-540x405.jpg 540w, https://wpengine.com/wp-content/uploads/2024/11/me-and-my-husband-in-a-supposedly-waterfall-in-Ireland-1024x768.jpg 1024w, https://wpengine.com/wp-content/uploads/2024/11/me-and-my-husband-in-a-supposedly-waterfall-in-Ireland-768x576.jpg 768w, https://wpengine.com/wp-content/uploads/2024/11/me-and-my-husband-in-a-supposedly-waterfall-in-Ireland-1536x1152.jpg 1536w, https://wpengine.com/wp-content/uploads/2024/11/me-and-my-husband-in-a-supposedly-waterfall-in-Ireland-2048x1536.jpg 2048w, https://wpengine.com/wp-content/uploads/2024/11/me-and-my-husband-in-a-supposedly-waterfall-in-Ireland-1500x1125.jpg 1500w" sizes="(max-width: 540px) 100vw, 540px" /><figcaption class="wp-element-caption"><em>Rapha pictured with her husband on a hike in Ireland</em></figcaption></figure> <h2 class="wp-block-heading">Rapha’s career journey</h2> <p>Before joining WP Engine, Rapha had plenty of technical experience, including a background working with several technologies WP Engine integrates into our current platform configuration.</p> <p>“I had worked for Cloudflare previously, which made WP Engine even more appealing to me,” says Rapha.&nbsp;</p> <p>“Working with Linux, WordPress, and Cloudflare services makes me feel right at home.”</p> <p>Now, she provides expert advice to our customers as a member of our support team. As a senior technical support agent, her role often involves handling more complex issues.</p> <p>“I think my experience working with open-source services, networks, and Cloudflare helps me understand things more easily, making me one of the go-to people for unusual cases,” she says.&nbsp;</p> <p>“It also helps that I love a bit of sleuthing. If there’s something I don’t know yet, I’ll go learn it to help our customers.”</p> <p>When asked what advice she would give to someone starting out on a career journey similar to hers, Rapha’s advice mirrored that of her colleague, <a href="https://wpengine.com/blog//meet-the-experts-julio-diaz/" target="_blank" rel="noreferrer noopener">Julio</a>.</p> <p>“Ask questions. Entering any IT field can be challenging, especially if you didn’t start in IT,” she says.&nbsp;</p> <p>“Some people are afraid to ask questions, but no one can know everything. Working in IT is a constant learning process, and asking for help is one of the best ways to get the hang of things.”</p> <h2 class="wp-block-heading">Words of wisdom: Focus on finding solutions</h2> <p>One of the most challenging aspects of Rapha’s role is not just the complexity of the issues she is tasked with solving but also the level of frustration that often accompanies this complexity.</p> <p>“The cases I work on are technically challenging, but they’re also often challenging on a social level. It’s not easy to refocus a customer on resolving the problem rather than letting them dwell on their frustration,” she says.</p> <p>“I believe I am an empathetic person, and I do my best to put myself in the customer&#8217;s shoes every day.”</p> <p>Complex issues are often the ones most rife with opportunities to learn, and Rapha uses these moments to hone her own skills—both from a technical and interpersonal perspective.</p> <p>“We have such a variety of customers, and I learn a lot from working with them to understand their specific needs and situations,” she says.&nbsp;</p> <p>“There is usually a mix of technologies involved, which really keeps me on my toes. And because WP Engine is also constantly changing and adapting to more modern technologies, I learn a lot from our engineering teams as well.”</p> <p>Even during the most challenging cases, when tensions are high and it’s easy to feel defeated, Rapha remains focused on finding solutions and remaining positive.</p> <p>“Don’t take it personally. If a customer is upset with an issue, our focus should be on resolving it,” she said.&nbsp;</p> <p>“It’s understandable to feel frustrated by a problem—I feel it myself. But it’s not personal, so we need to empathize and not let that frustration affect our problem-solving.”</p> <h2 class="wp-block-heading">Powered by people</h2> <p>WP Engine is powered by people just like Rapha who work around the clock to optimize our platform and solutions to provide the best possible digital experiences on WordPress.</p> <p>When asked to identify her favorite aspect of her job at WP Engine, her answer wasn’t all too surprising.</p> <p>“The people—both our employees and our customers. We have a very diverse workforce and customer base, and I love that. Everyone has something unique about them, and I enjoy finding opportunities to connect with people.”</p> <p class="has-text-align-center"><strong><em>Want to find out more about what it’s like to work at </em></strong><a href="https://wpengine.com/" target="_blank" rel="noreferrer noopener"><strong><em>WP Engine</em></strong></a><strong><em>? 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