Support Engineer, WordPress VIP
US-based position. Candidates must be based in the United States, undergo background checks as required, and hold American citizenship.Full-Time
Salary55,000 - 85,000 USD per year
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Job Details
- Languages
- English
- Required Skills
- PHPGitHTMLCSSJavascriptKibanaRESTful APIsTroubleshootingWordPress
Requirements
- WordPress expertise with a solid understanding of core concepts, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns. Familiarity with the block editor (Gutenberg) and ecommerce solutions (WooCommerce) is a plus.
- Proficient in reading and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScript. You should be comfortable navigating unfamiliar codebases to identify issues and able to write small code snippets or patches when needed.
- Understanding of web technologies, including REST APIs, HTTP, DNS, domain management, and version control (primarily Git). Familiarity with reverse proxy configurations and caching layers is helpful but not required.
- Familiarity with software engineering practices, including coding standards, source control workflows, and basic testing concepts. Experience working alongside engineering teams or contributing to team repositories is valued.
- Solid understanding of performance and scalability concepts in WordPress environments, including common causes of slow queries, caching strategies, and resource optimization. Security awareness and familiarity with common vulnerabilities are welcome but not required.
- Comfortable using monitoring and debugging tools such as New Relic, Kibana, or similar platforms to investigate application behavior, identify errors, and trace performance issues.
- Self-motivated and collaborative work ethic.
- Strong troubleshooting abilities.
- Experience in customer-facing technical roles.
Responsibilities
- Providing high-quality technical support and consultation through Zendesk tickets and customer calls.
- Handling escalated customer issues that require deeper investigation, including urgent tickets and complex debugging scenarios.
- In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams.
- Providing technical guidance to customers on WordPress best practices, performance optimization, and common implementation patterns.
- Building and updating internal and customer-facing documentation.
- Contributing to the continuous improvement of our platform, processes, and customer experience.
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