Support Engineer, WordPress VIP

Support Engineer role providing advanced technical support to enterprise customers of WordPress VIP, handling complex issues, troubleshooting, and collaborating with internal teams in a 24/7 support environment.

Location: Remote

Salary: $55,000 to $85,000 USD

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.

Requirements

• A technical problem-solver with a background in WordPress development, technical support, or agency work.
• Willingness to rapidly learn new technologies and deepen expertise in PHP, JavaScript, and the WordPress ecosystem.
• Curious and driven to understand root causes and document findings.
• Excellent written English and ability to communicate technical concepts clearly.
• Passionate about customer success and team growth.
• Based in the United States, with citizenship and ability to undergo background checks.

Benefits

• Fully remote work environment.
• Open vacation policy.
• Competitive base salary.
• Benefits details available on the company's Benefits Page.

Additional Information

• Support is provided 24/7, including scheduled weekday and weekend shifts, on-call rotations, and some holiday and evening availability.
• Candidates should be prepared for a background check and must be US-based.