Senior WordPress Technical Support Engineer

Company Overview

LevelUp, we believe growth happens when people feel trusted, supported, and challenged. For more than seven years we’ve partnered with agencies, software vendors and website owners to provide world class outsourcing and offshore hiring services in a range of verticals, such as technical, operational, and back-office support. We hire curious problem-solvers, give them room to own outcomes, and back them with systems, support and a culture that make learning part of the job. Join us and help businesses (and your career) level up.

Position Overview

The Senior Technical Support Engineer plays a crucial role in ensuring customer satisfaction and resolving technical issues effectively. This position is tailored for experienced professionals with great communication skills backed by solid technical knowledge. The ideal candidate has 5+ years of hands-on experience with WordPress and is passionate about providing top tier customer support.

Responsibilities

• Help a variety of WordPress users across the world through ticket and live chat based help desk systems.
• Guide customers on how to use specific products by answering their questions and providing correct information and clear instructions.
• Diagnose problems that customers have on their sites and offer solutions.
• Troubleshoot and investigate issues to identify the root cause of the problem.
• Create detailed bug reports for developers so that they can quickly understand the issue and identify a fix.
• Share your knowledge and help other team members.
• Keep up-to-date with important changes in the WordPress ecosystem with a focus on continuous learning and development.

Experience

• Over 5 years of hands-on experience with WordPress with in-depth knowledge of the WordPress ecosystem
• Proficient in creating well-structured HTML documents and implementing CSS from simple to more complex CSS techniques for styling.
• Can handle tasks like creating responsive layouts using media queries, styling elements, and implementing custom CSS solutions.
• Possesses foundational knowledge of JavaScript and can understand basic scripts.
• Can implement simple jQuery scripts for basic interactivity on a website.
• Is able to recognize JavaScript console errors and use them to help with troubleshooting issues.
• Familiar with basic PHP syntax and can understand how PHP code works within WordPress.
• Can make simple modifications to existing PHP code snippets.
• Experience using custom hooks and filters to add or change functionality in WordPress.
• Proficient in diagnosing and resolving WordPress issues using WP Debug, browser console errors, and other debugging tools.
• Experience with WordPress page builder plugins, theme builders, the block editor, common caching & performance optimization plugins, and SEO plugins.
• Skilled in optimizing WordPress websites according to Google Core Web Vitals and Page Speed Insights.
• Experienced in building and managing WooCommerce websites, including customizing WooCommerce templates.
• Capable of setting up WordPress local environments, staging sites, and site migration.
• Familiarity with WordPress security best practices, protocols, and permissions.
• Ability to create custom WordPress plugins and themes from scratch (nice to have).

Other Technical Experience

• Familiarity with common web hosting stacks, such as cPanel, NGINX, Apache, MySQL, etc.
• Proficient in cPanel (or similar) and FTP client tools like Filezilla for managing website files.
• Proficient in using Cloudflare and possesses advanced DNS knowledge.
• Knowledge of CDNs and various types of caching.
• Proficient in command-line operations (SSH), including WP-CLI (nice to have).
• Previous exposure to live chat or help desk tools like Help Scout, Freshdesk, or Zendesk (nice to have).

Communication & Attitude

• Exceptional written and verbal English communication skills.
• Experience with technical/customer support or regularly interacting with clients on technical matters.
• A strong team player with a supportive and friendly attitude.
• Has a proactive and can-do approach to work.
• Genuinely enjoys helping people solve their problems and cares about customer experience.
• Is passionate about continuous learning and self-improvement.

Additional Information

• This is a fully remote position with a standard 40-hour fixed-schedule work week.
• The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
• We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.

What We Offer

• Fully remote arrangement
• Collaborative environment
• Paid training

$1,000 - $1,400 a month

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