Support Engineer, WordPress VIP
New
US-based position. Candidates must be based in the United States, 24/7 support; scheduled weekday and weekend shifts, on-call rotations, holiday and evening availability requiredFull-TimeMiddle
Salary55,000 - 85,000 USD per year
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Job Details
- Languages
- English
- Required Skills
- PHPGitHTMLCSSJavascriptKibanaRESTful APIsWordPressZendesk
Requirements
- US-based and hold American citizenship.
- WordPress expertise including themes, plugins, hooks, filters, WP-CLI, and imports.
- Proficiency in reading and troubleshooting HTML, CSS, PHP, and JavaScript.
- Understanding of web technologies: REST APIs, HTTP, DNS, domain management, and Git.
- Understanding of performance and scalability concepts in WordPress environments.
- Experience in customer-facing technical roles, such as support, agency, or consulting.
- Strong troubleshooting and systematic problem-solving abilities.
- Comfortable using monitoring and debugging tools like New Relic or Kibana.
- Ability to work scheduled weekday, weekend, evening, and holiday shifts, including on-call rotations.
- Excellent written English communication skills.
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 by examining logs, analyzing customer codebases, and collaborating with engineering teams.
- Provide technical guidance to customers on WordPress best practices, performance optimization, and common 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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