Careers

WordPress Support Engineer

About the Job

Our client-facing WordPress support role requires a mix of debugging and development experience as well as outstanding communication skills. You’ll be working with our clients and our team to answer questions, fix bugs and implement new website features four our growing list of clients.

We are looking for people with compassion, writing skills, accountability, WordPress knowledge, and code savviness.

What You’ll Be Doing

• Helping our customers and our team via support tickets and real-time discussions using a variety of research, debugging, tools, processes, detailed error reporting, and documentation.
• Solving tough problems with customer sites that often deal with edge cases and WordPress internals.
• Working with our developers to escalate and complete more advanced programming tasks.
• Observing and relaying chances to make our platform, services, and overall offering more appealing.
• Building and updating internal and customer-facing documentation.

You Are

• A team player with a strong work ethic who can roll with the punches
• Able to educate people about how to update their site using WordPress
• Autonomous, able to adapt quickly and balance various responsibilities
• Organized with strong attention to detail
• Passionate about helping people, and a WordPress lover!

Required Skills

• Excellent communication skills. We’re a distributed team, so frequent and clear written communication is crucial.
• Self-motivated work ethic. Self-starters who love taking initiative and seeing things through to completion do well on our teams.
• Curiosity and the desire to learn. Keeping up to date with changing WordPress and technology trends on behalf of our teams and customers, often training others once proficient. Flexibility is key.
• Deep knowledge of WordPress and experience with PHP. Whether you are currently supporting individuals with their sites or maintaining your own, we’re looking for theme, plugin, or e-commerce experience. It’s important to be able to read the code when diagnosing and potentially resolving problems.

Useful Skills to Have

• A strong understanding of the Web; including familiarity with HTML, CSS, JavaScript, APIs, HTTP, DNS, and Git.
• Experience working primarily in a customer-facing role, including support and training.
• Superb troubleshooting skills that help you take big problems and break them down into manageable pieces with elegant solutions.
• Experience with marketing and analytics tools like MailChimp and Google Analytics