WordPress Support Engineer

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Requirements:

• 2+ years experience with WordPress.
• Excellent written and verbal communication skills (English).
• Previous experience with Live Chat and/or helpdesk tools.
• Familiar with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc).
• Knowledge with linux command line (SSH) including WP-CLI.
• Extensive experience with troubleshooting WordPress.
• Experience with Page Builders and Caching Plugins.
• Experience with Cloudflare and advanced understanding of DNS.
• Experience in optimizing WordPress a huge plus.
• Experience in PHP to write custom plugins for WordPress a huge plus.
• Knowledge of Redis, CDN, WAF, and page caching will be a huge plus.

Responsibilities:

• Be the first point of contact for our customers whenever they have any issues on their websites.
• Provide customer support through Live Chat, Tickets and Slack.
• Ensure all SOPs are followed and proper escalation procedures are initiated for unresolved issues to the appropriate internal teams.
• Help customers by going beyond the scope, diving deep into their WordPress issues and helping them troubleshoot and fix common WordPress issues.
• Write KBs and technical articles for our blog to further distribute knowledge within the community.
• Convert recurring issues into feature requests for the development team and be the customer’s voice in the company to help improve the product.
• Assist our customers with migrating their WordPress site’s to Rocket.net.
• Provide critical assistance when it comes to pointing DNS to Rocket.net.
• Provide customers with a 'WOW!' experience.