WordPress Support Engineer

This is a fully remote position, open to applicants in Florida.

📋 Description

• Serve as the primary point of contact for customers experiencing issues with their websites. As the initial contact, it is essential to deliver an exceptional experience by taking ownership of reported problems and ensuring their swift and effective resolution.

• Deliver customer support via Live Chat, Tickets, and Slack.

• Adhere to all SOPs and initiate proper escalation protocols for unresolved issues to the relevant internal teams.

• Assist customers by exceeding expectations, thoroughly investigating their WordPress challenges, and aiding them in troubleshooting and resolving common WordPress issues.

• Create knowledge base articles and technical content for our blog to enhance community knowledge sharing.

• Transform recurring issues into feature requests for the development team and act as the voice of the customer within the company to facilitate product improvements.

• Support customers in migrating their WordPress sites to Rocket.net.

• Provide crucial assistance in directing DNS to Rocket.net.

• Deliver a “WOW!” experience for our customers.

⛳️ Requirements

• A minimum of 2 years of experience with WordPress.

• Strong written and verbal communication skills in English.

• Previous experience with Live Chat and/or helpdesk tools.

• Familiarity with common web hosting environments (cPanel, NGINX, Apache, MySQL, etc.).

• Proficiency in using the Linux command line (SSH), including WP-CLI.

• Extensive experience in troubleshooting WordPress issues.

• Experience with Page Builders and Caching Plugins.

• Knowledge of Cloudflare and a comprehensive understanding of DNS.

• Experience in optimizing WordPress is a significant advantage.

• Proficiency in PHP for writing custom plugins for WordPress is a considerable plus.

• Familiarity with Redis, CDN, WAF, and page caching will be a substantial advantage.

🏝️ Benefits

• The flexibility to work from anywhere in the world.

• Flexible vacation policy.

• Paid educational opportunities.