Website Support Executive

2 weeks ago

Manila, National Capital Region, Philippines Pixel Mechanics Full time

We're looking for a highly skilled Website Support Executive who can troubleshoot and resolve complex issues related to WordPress, WooCommerce, and website hosting environments. Your role is to ensure that client websites run smoothly and securely by diagnosing root causes, implementing sustainable solutions, and preventing recurring issues.

You'll take ownership of support cases from start to finish, providing clear updates to clients while ensuring long-term stability of their websites. Beyond technical expertise, we value a proactive attitude, fast response time, and accountability in every case you handle.

You'll have at least 1 year of user support experience, demonstrate excellent communication skills, and have a knack for managing your time and priorities. Most of all, you thrive in a collaborative environment, you're not afraid to learn new things, and you can execute to a very high standard.

  • Provide post-project technical support to end-users via ticket, email, and phone.
  • Perform deep troubleshooting and resolution on WordPress, WooCommerce, and hosting-related issues.
  • Implement long-term fixes instead of temporary workarounds (not just rollbacks or quick patches).
  • Manage cPanel, FTP, DNS, and server-level configurations to resolve performance, hosting, and security problems.
  • Escalate to higher-level support only when necessary, with full documentation of findings.
  • Keep clients updated promptly on issue progress and resolution  .
  • Document solutions in internal knowledgebase, FAQs, and training guides to strengthen team-wide expertise.
  • Collaborate with internal teams to refine support protocols and improve efficiency.

Requirements:

  • Minimum 1 year of technical support experience.
  • Strong expertise in WordPress, WooCommerce, and plugin/theme troubleshooting.
  • Proficient with cPanel, FTP, DNS, database management, and server-side tools.
  • Knowledge of HTML, CSS, PHP, MySQL for debugging and implementing fixes.
  • Strong JavaScript (ES6+) skills for WordPress/WooCommerce troubleshooting (AJAX, REST API, event handling, async flows).
  • Experience integrating front-end JS with WordPress hooks, wp_ajax / wp_ajax_nopriv, nonces, and wp_localize_script.
  • Able to diagnose and fix conflicting scripts, and performance bottlenecks (long tasks, render-blocking assets, excessive reflows).
  • Proven ability to identify root causes and implement sustainable long-term solutions.
  • Proactive, fast to respond, and reliable under pressure.
  • Execute site migrations with minimal downtime and zero data loss.
  • Ability to work independently as well as within a collaborative team.
  • Bonus: Experience with advanced performance optimization (Improving PageSpeed Insights scores, Core Web Vitals, caching strategies, database optimisation, and server-level tuning)

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