Support Engineer - VIP
New
Candidates must be based in the United States, 24/7 support, scheduled weekday and weekend shifts, on-call rotationsFull-TimeMiddle
Salary55,000 - 85,000 USD per year
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Job Details
- Languages
- English
- Required Skills
- PHPGitHTMLCSSJavascriptKibanaRESTful APIsWordPressZendesk
Requirements
- WordPress expertise with a solid understanding of core concepts, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns.
- Proficient in reading and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScript.
- Understanding of web technologies, including REST APIs, HTTP, DNS, domain management, and version control (primarily Git).
- Familiarity with software engineering practices, including coding standards, source control workflows, and basic testing concepts.
- Solid understanding of performance and scalability concepts in WordPress environments.
- Comfortable using monitoring and debugging tools such as New Relic, Kibana, or similar platforms.
- Experience in customer-facing technical roles.
- Strong troubleshooting abilities.
- Excellent written English.
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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