Support Engineer, VIP
New
W
WordPress VIPContent Management
US-based position. Candidates must be based in the United States, Support is provided 24/7, so scheduled weekday and weekend shifts, on-call rotations, as well as some holiday and evening availability, will be a requirement.Full-TimeMiddle
Salary55,000 - 85,000 USD per year
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Job Details
- Languages
- Excellent written English
- Required Skills
- PHPGitHTMLCSSJavascriptKibanaRESTful APIsWordPressZendesk
Requirements
- Deep WordPress expertise (themes, plugins, hooks, filters, WP-CLI, imports).
- Proficiency in reading and troubleshooting HTML, CSS, PHP, and JavaScript.
- Understanding of web technologies: REST APIs, HTTP, DNS, domain management, and Git.
- Familiarity with software engineering practices including source control and testing.
- Knowledge of WordPress performance, scalability, caching strategies, and security.
- Experience with monitoring and debugging tools like New Relic or Kibana.
- Experience in customer-facing technical support, agency, or consulting environments.
- Ability to work scheduled weekday/weekend shifts, holidays, and on-call rotations.
- Strong analytical and systematic troubleshooting abilities.
- 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 involving logs, customer codebases, and collaboration 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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