Job Title: WordPress Technical Assistance Specialist
A new opportunity has arisen for a skilled and experienced WordPress Support Engineer to join a remote team in a challenging and dynamic environment. The role requires a strong combination of technical expertise, excellent communication skills, and a solution-focused approach.
Job Requirements
- Proven experience with WordPress, including multisite, ACF, WooCommerce, and a solid understanding of PHP and WordPress architecture.
- Familiarity with plugins such as Niceties and debugging tools like browser dev tools and SSH.
- Knowledge of DNS, CDNs, caching mechanisms, and web hosting control panels.
- Strong attention to detail, high accountability, and a customer service mindset.
- Ability to work independently, manage multiple support tickets, and collaborate with development teams.
- Experience with REST API, 3rd-party integrations (JSON, XML), and familiarity with Nginx is a plus.
- Familiarity with Jira, Confluence, Git, GitHub, and Vagrant is also a plus.
Responsibilities
- Provide timely technical support through ticket systems like Help Scout, Freshdesk, or Zendesk.
- Troubleshoot plugin and server issues, reproduce and document bugs, and guide customers with setup and customization.
- Write and maintain knowledge-base articles, FAQs, and product documentation.
- Test new software releases and updates prior to deployment.
- Monitor site uptime, backups, and assist with recovery when needed.
- Assist with plugin configuration, updates, and third-party integration issues.
- Collaborate with developers to escalate complex issues when needed.
- Document resolutions and contribute to the internal knowledge base.
Additional Aspects
- The role is a remote position, offering flexible or fixed schedules with some roles requiring availability during afternoon or night hours to match client time zones.
- The job requires strong self-management and communication to work effectively without in-person supervision.
- Opportunities for paid training and continuous learning are available.
Benefits
- Paid leave (12 days/year), annual performance review.
- Two shift options: Shift 1: 7:00 AM - 3:00 PM (Pacific Time) and Shift 2: 1:00 PM - 9:00 PM (Pacific Time).
- Certification sponsorship.
- A remote-first culture and an international working environment.
- Career development and training support.
- Exposure to Jira and agile environments.
In summary, this role is ideal for a skilled technical professional who combines WordPress expertise, client-facing communication, problem-solving, and collaborative development support, while managing support workflows entirely through digital tools and remote communication channels. The role demands both strong technical aptitude and customer service skills to deliver high-quality support remotely.
- The candidate should possess a solid understanding of technology, including proficiency with WordPress, plugins such as Niceties, and debugging tools, as well as knowledge of DNS, CDNs, caching mechanisms, and web hosting control panels.
- In this role, the individual will be expected to provide timely technical support via ticket systems, troubleshoot plugin and server issues, and test new software releases and updates, demonstrating the need for a solution-focused approach towards technology.
