Specialist in WordPress Tech Support
We are seeking a skilled WordPress Support Engineer to join our remote-first team in an international working environment. This role involves assisting with plugin configuration, updates, and third-party integration issues, as well as performing regular site maintenance, monitoring uptime, performance, and security.
Key Responsibilities
- Provide timely, professional customer support remotely via ticket or chat systems by troubleshooting WordPress, plugin, or server environment issues.
- Guide customers through setup, configuration, and customization processes for WordPress products or plugins.
- Document and report bugs with precise reproduction steps to development teams.
- Write and update knowledge base articles and user documentation to assist customers and reduce repetitive queries.
- Test new features, run QA, and assist product teams with quality control before software releases.
- Collaborate closely with developers and product teams to ensure issues are resolved and feature requests are fulfilled.
Required Skills
- Proficient technical knowledge of WordPress core, plugins, PHP, HTML, CSS, JavaScript, and React to diagnose and fix technical issues.
- Experience with debugging tools such as WP Debug, browser console, and error log analysis.
- Strong written and verbal communication skills in English to effectively support diverse, global users via ticket systems or live chat.
- Ability to independently manage multiple support requests in organized, ticket-based platforms like Help Scout.
- Problem-solving mindset with a customer-first attitude and ability to reproduce and document bugs clearly for developers.
- Continuous learning to keep up-to-date with WordPress ecosystem changes, updates, and new features.
Additional Requirements
- Solid PHP and WordPress knowledge, including themes, plugins, APIs, hooks.
- Experience with ACF & ACF Blocks.
- CSS (SCSS, Bootstrap/Tailwind) basics.
- Proficiency in debugging JS (vanilla, jQuery, AJAX), PHP, SQL.
- Familiarity with REST API, 3rd-party integrations (JSON, XML).
- Working knowledge of Linux command-line, SSH.
- Comfort with SSH and browser dev tools.
- Ability to work independently and communicate clearly in English.
- Experience with CI/CD pipelines or Docker is a plus.
- Certification sponsorship.
Working Conditions
- Remote position with a supportive, fast-moving, cross-functional team.
- Career development and training support.
- Paid leave (12 days/year), annual performance review.
- A remote-first culture with an international working environment.
- Choose one of two shifts: Shift 1 from 7:00 AM to 3:00 PM Pacific Time or Shift 2 from 1:00 PM to 9:00 PM Pacific Time.
If you are a self-motivated individual with a collaborative and helpful attitude, we would love to hear from you. Apply for the position by sending your application to [email protected].
[1] Source: Remote WordPress Support Engineer Job Description Template. (2021). Remotely. Available at: https://remotely.co/blog/remote-wordpress-support-engineer-job-description-template [2] Source: WordPress Support Engineer Job Description Template. (2021). Remotely. Available at: https://remotely.co/blog/wordpress-support-engineer-job-description-template [3] Source: WordPress Engineer Job Description Template. (2021). Remotely. Available at: https://remotely.co/blog/wordpress-engineer-job-description-template [4] Source: WordPress Developer Job Description Template. (2021). Remotely. Available at: https://remotely.co/blog/wordpress-developer-job-description-template
- In addition to providing customer support and assisting with plugin configuration and third-party integration issues, the technology expertise required for this role includes proficiency in WordPress core, plugins, and analysis tools such as WP Debug and browser console.
- The successful candidate will collaborate closely with developers and product teams to ensure issues are resolved, and will stay up-to-date with the WordPress ecosystem by continuously learning about changes, updates, and new features.
