Support Engineer, VIP

Overview

Accountabilities

• Deliver advanced technical support to enterprise customers through ticketing systems, customer calls, and collaborative troubleshooting sessions.
• Investigate and resolve complex escalated issues involving WordPress applications, plugins, themes, APIs, performance bottlenecks, and infrastructure-related challenges.
• Perform in-depth debugging using logs, monitoring tools, code analysis, and application diagnostics to identify root causes and implement effective solutions.
• Provide technical guidance on WordPress best practices, scalability, caching strategies, security considerations, and implementation patterns.
• Collaborate closely with customer success teams, engineers, and support colleagues to ensure timely issue resolution and excellent customer experiences.
• Analyze customer codebases and contribute code snippets, fixes, or recommendations when appropriate to resolve technical issues.
• Build and maintain internal knowledge resources, troubleshooting documentation, and customer-facing technical guides.
• Participate in on-call rotations, scheduled support coverage, weekend shifts, and urgent escalation handling within a 24/7 support environment.
• Contribute to continuous improvements in support workflows, platform reliability, operational processes, and customer experience initiatives.
• Mentor peers and share technical knowledge to strengthen team capabilities and improve collaborative problem-solving practices.

Requirements

• Strong hands-on experience with WordPress, including themes, plugins, hooks, filters, WP-CLI, troubleshooting workflows, and general platform administration.
• Proficiency in reading, debugging, and troubleshooting code written in PHP, JavaScript, HTML, and CSS.
• Experience working in customer-facing technical support, consulting, agency, or enterprise support environments.
• Strong understanding of web technologies including REST APIs, HTTP protocols, DNS, domain management, Git, and version control workflows.
• Familiarity with debugging, monitoring, and observability tools such as New Relic, Kibana, or similar platforms.
• Knowledge of WordPress performance optimization, caching layers, scalability concepts, and common security best practices.
• Excellent analytical and troubleshooting skills with the ability to systematically investigate complex technical problems.
• Strong written and verbal English communication skills with the ability to explain technical concepts clearly to diverse audiences.
• Ability to thrive in remote, asynchronous, and highly collaborative work environments with minimal supervision.
• Willingness to work within rotating schedules that may include weekends, holidays, evenings, and on-call support coverage.
• United States residency and American citizenship required, with ability to complete background checks as needed.
• Familiarity with WooCommerce, Gutenberg, reverse proxies, or enterprise-level WordPress hosting environments is considered an advantage.

Benefits

• Fully remote work environment.
• Competitive salary structure with transparent compensation and local currency payment options.
• Open vacation policy supporting flexibility and work-life balance.
• Opportunity to work with globally recognized enterprise customers and large-scale digital platforms.
• Continuous learning opportunities across WordPress, open-source technologies, engineering practices, and enterprise support operations.
• Collaborative engineering culture focused on innovation, knowledge sharing, and technical growth.
• Career advancement opportunities across support, engineering, operations, customer success, and leadership functions.
• Exposure to cutting-edge web technologies, large-scale content platforms, and high-traffic enterprise environments.
• Inclusive and diverse workplace committed to accessibility, equal opportunity, and professional development.

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