As a Support Engineer, you'll take ownership of customer issues, debugging complex problems across our platform and ensuring timely resolutions while enhancing product reliability.
Support Engineer, VIP
🕒 29 days ago
WordpressHTMLCSSPHP
📜 Description
- 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.
- Conduct in-depth debugging that requires close examination of logs and analysis of customer codebases.
- Provide technical guidance to customers on WordPress best practices and performance optimization.
- Build and update internal and customer-facing documentation.
- Contribute to the continuous improvement of our platform, processes, and customer experience.
🛠️ Requirements
- You are curious and love to dig deeper. When an issue is escalated to you, you’re not satisfied with surface-level fixes. You’re driven to understand the root cause and to document what you learn, so the team can benefit from your investigation.
- You are passionate about customer success and team growth. You love working directly with customers and find satisfaction in mentoring teammates. Experience in a technical support environment—especially enterprise WordPress support—is highly valued.
- WordPress expertise with a solid understanding of core concepts, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns. Familiarity with the block editor (Gutenberg) and ecommerce solutions (WooCommerce) is a plus.
- Proficient in reading and troubleshooting code in multiple languages , including HTML, CSS, PHP, and JavaScript. You should be comfortable navigating unfamiliar codebases to identify issues and able to write small code snippets or patches when needed.
- Understanding of web technologie s, including REST APIs, HTTP, DNS, domain management, and version control (primarily Git). Familiarity with reverse proxy configurations and caching layers is helpful but not required.
- Familiarity with software engineering practices , including coding standards, source control workflows, and basic testing concepts. Experience working alongside engineering teams or contributing to team repositories is valued.
- Comfortable using monitoring and debugging tools such as New Relic, Kibana, or similar platforms to investigate application behavior, identify errors, and trace performance issues.
- US-based position. Candidates must be based in the United States, undergo background checks as required, and hold American citizenship.
- Self-motivated and collaborative work ethic. Self-starters who love taking initiative and seeing things through to completion do well on our teams.
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