Support Engineer, WordPress VIP

About the Role

You have excellent written English and can communicate technical concepts to customers and colleagues, even when things go wrong. You know how to translate complex debugging findings into clear, actionable guidance. You like actively solving problems, and helping others solve them too. You enjoy collaborative troubleshooting, whether that's pairing with a Support Engineer on a tricky ticket, or consulting with a CSE on a deeper platform issue.

You are passionate about customer success and team growth. You love working directly with customers and find satisfaction in mentoring teammates.

Technical Requirements

• 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)
• Proficient in reading and troubleshooting code in multiple languages, including HTML, CSS, PHP, and JavaScript
• Comfortable navigating unfamiliar codebases to identify issues and able to write small code snippets or patches when needed
• Understanding of web technologies, including REST APIs, HTTP, DNS, domain management, and version control (primarily Git)
• Experience in a technical support environment, especially enterprise WordPress support, is highly valued