Support Engineer - VIP
New
US-based position. Candidates must be based in the United States, 24/7 support requiring scheduled weekday and weekend shifts, on-call rotations, as well as some holiday and evening availability.Full-TimeMiddle
Salary55,000 - 85,000 USD per year
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Job Details
- Languages
- Excellent written English
- Required Skills
- PHPGitHTMLCSSJavascriptKibanaRESTful APIsWordPressZendesk
Requirements
- WordPress expertise including themes, plugins, hooks, filters, WP-CLI, and imports.
- Proficiency in reading and troubleshooting code in PHP, JavaScript, HTML, and CSS.
- Understanding of web technologies including REST APIs, HTTP, DNS, domain management, and Git.
- Familiarity with software engineering practices like coding standards, source control, and testing.
- Understanding of performance and scalability concepts in WordPress environments.
- Experience using monitoring and debugging tools like New Relic or Kibana.
- Experience in customer-facing technical support, agency, or consulting environments.
- Strong systematic troubleshooting and root-cause analysis skills.
- Excellent written English communication skills.
- Must be available for 24/7 support including scheduled weekday, weekend, evening, and holiday shifts.
- Must be able to participate in on-call rotations for government contracts.
Responsibilities
- Provide high-quality technical support and consultation through Zendesk tickets and customer calls.
- Handle escalated customer issues that require deeper investigation, including urgent tickets and complex debugging scenarios.
- Perform in-depth debugging via log examination, analysis of customer codebases, and collaboration with engineering teams.
- Provide technical guidance to customers on WordPress best practices, performance optimization, and implementation patterns.
- Build and update internal and customer-facing documentation.
- Contribute to the continuous improvement of the platform, processes, and customer experience.
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