Support Engineer, VIP
New
J
JobgetherWeb hosting, WordPress
Candidates must be based in the United States, maintain US-based residency throughout employment, 24/7 global coverage, including one weekend shift per month, on-call rotations, and occasional holiday or evening availability.Full-Time
Salary55,000 - 85,000 USD per year
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Job Details
- Languages
- Excellent written English
- Required Skills
- PHPGitHTMLCSSJavascriptRESTful APIsWordPressZendesk
Requirements
- Hands-on experience with WordPress development, troubleshooting, technical support, agency work, or a closely related technical environment.
- Strong knowledge of WordPress core concepts, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns.
- Proficiency in reading and troubleshooting code across HTML, CSS, PHP, and JavaScript.
- Understanding of web technologies including REST APIs, HTTP, DNS, domain management, and Git-based version control.
- Familiarity with software engineering practices such as coding standards, source control workflows, and basic testing concepts.
- Understanding of WordPress performance and scalability, including common causes of slow queries, caching strategies, and resource optimization.
- Experience using monitoring and debugging tools such as New Relic, Kibana, or similar platforms.
- Strong troubleshooting skills, with the ability to break complex problems into manageable components, isolate variables, identify root causes, and document findings clearly.
- Excellent written English and the ability to explain technical concepts clearly and empathetically to customers and colleagues.
- Strong customer-facing experience in a technical support, agency, consulting, enterprise, or SaaS environment.
- Ability to work a schedule that supports 24/7 global coverage, including one weekend shift per month, on-call rotations, and occasional holiday or evening availability.
Responsibilities
- Provide advanced technical support and consultation through Zendesk tickets and customer calls, delivering clear, timely, and high-quality resolutions.
- Handle escalated customer issues involving complex debugging, urgent incidents, application behavior, and platform-related challenges.
- Investigate issues in depth by reviewing logs, analyzing customer codebases, reproducing problems, and collaborating with engineering teams when necessary.
- Troubleshoot WordPress applications and provide guidance on development practices, performance optimization, implementation patterns, and platform capabilities.
- Serve as a technical resource for customers and internal teams, bridging support and specialized engineering functions during high-impact situations.
- Translate complex technical investigations into clear, actionable communication for customers and colleagues.
- Build, maintain, and improve internal and customer-facing technical documentation based on recurring issues and investigation findings.
- Participate in 24/7 support coverage, including scheduled weekday and weekend shifts, on-call rotations, and occasional evening and holiday availability.
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