Support Engineer, VIP

Accountabilities:

• • Provide advanced technical support and consultation through Zendesk tickets and customer calls, delivering clear, timely, and high-quality resolutions.
  • Handle escalated customer issues involving complex debugging, urgent incidents, application behavior, and platform-related challenges.
  • Investigate issues in depth by reviewing logs, analyzing customer codebases, reproducing problems, and collaborating with engineering teams when necessary.
  • Troubleshoot WordPress applications and provide guidance on development practices, performance optimization, implementation patterns, and platform capabilities.
  • Serve as a technical resource for customers and internal teams, bridging support and specialized engineering functions during high-impact situations.
  • Work collaboratively with Support Engineers and Customer Success Engineers to investigate issues, share findings, and ensure effective resolutions.
  • Translate complex technical investigations into clear, actionable communication for customers and colleagues.
  • Build, maintain, and improve internal and customer-facing technical documentation based on recurring issues and investigation findings.
  • Contribute to continuous improvements across support processes, platform quality, and the overall customer experience.
  • Mentor and support teammates by sharing technical knowledge, troubleshooting approaches, and lessons learned from complex cases.
  • Participate in 24/7 support coverage, including scheduled weekday and weekend shifts, on-call rotations, and occasional evening and holiday availability.
  • Participate in on-call rotations that may involve supporting government-related contracts.

  Requirements:

  • Hands-on experience with WordPress development, troubleshooting, technical support, agency work, or a closely related technical environment.
  • Strong knowledge of WordPress core concepts, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns.
  • Proficiency in reading and troubleshooting code across HTML, CSS, PHP, and JavaScript, with the ability to navigate unfamiliar codebases and create small code snippets or patches when needed.
  • Understanding of web technologies including REST APIs, HTTP, DNS, domain management, and Git-based version control.
  • Familiarity with software engineering practices such as coding standards, source control workflows, and basic testing concepts.
  • Understanding of WordPress performance and scalability, including common causes of slow queries, caching strategies, and resource optimization.
  • Security awareness and familiarity with common web vulnerabilities are an advantage.
  • Experience using monitoring and debugging tools such as New Relic, Kibana, or similar platforms to investigate errors, application behavior, and performance issues.
  • Strong troubleshooting skills, with the ability to break complex problems into manageable components, isolate variables, identify root causes, and document findings clearly.
  • Excellent written English and the ability to explain technical concepts clearly and empathetically to customers and colleagues.
  • Strong customer-facing experience in a technical support, agency, consulting, enterprise, or SaaS environment.
  • Self-motivated and collaborative approach, with the ability to take ownership of issues and follow them through to resolution.
  • Willingness to continuously learn new technologies and deepen expertise in PHP, JavaScript, WordPress, and related web technologies.
  • Familiarity with the WordPress block editor, WooCommerce, reverse proxy configurations, or caching layers is a plus.
  • Ability to work a schedule that supports 24/7 global coverage, including one weekend shift per month, on-call rotations, and occasional holiday or evening availability.
  • Candidates must be based in the United States, maintain US-based residency throughout employment, hold US citizenship, and complete required background checks.

  Benefits:

  • Salary range of $55,000–$85,000 USD annually.
  • Global salary structure with compensation paid in local currency.
  • Competitive base salary without complex variable compensation.
  • Fully remote work environment.
  • Open vacation policy with no fixed number of vacation days per year.
  • Opportunity to work with enterprise customers and complex technical environments at significant scale.
  • Continuous opportunities to develop expertise in WordPress, web technologies, debugging, and engineering practices.
  • Collaboration with globally distributed technical, support, customer success, and engineering teams.
  • Benefits tailored by country and applicable local programs.