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.
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