Support Engineer, VIP

Accountabilities:: Provide advanced technical support and consultation through Zendesk tickets and customer calls, delivering clear, timely, and high-quality resolutions. Handle escalated customer issues involving complex debugging, urgent incidents, application behavior, and platform-related challenges. Investigate issues in depth by reviewing logs, analyzing customer codebases, reproducing problems, and collaborating with engineering teams when necessary. Troubleshoot WordPress applications and provide guidance on development practices, performance optimization, implementation patterns, and platform capabilities. Serve as a technical resource for customers and internal teams, bridging support and specialized engineering functions during high-impact situations. Work collaboratively with Support Engineers and Customer Success Engineers to investigate issues, share findings, and ensure effective resolutions. Translate complex technical investigations into clear, actionable communication for customers and colleagues. Build, maintain, and improve internal and customer-facing technical documentation based on recurring issues and investigation findings. Contribute to continuous improvements across support processes, platform quality, and the overall customer experience. Mentor and support teammates by sharing technical knowledge, troubleshooting approaches, and lessons learned from complex cases. Participate in 24/7 support coverage, including scheduled weekday and weekend shifts, on-call rotations, and occasional evening and holiday availability. Participate in on-call rotations that may involve supporting government-related contracts. Requirements: Hands-on experience with WordPress development, troubleshooting, technical support, agency work, or a closely related technical environment. Strong knowledge of WordPress core concepts, including themes, plugins, hooks and filters, WP-CLI, imports, and common troubleshooting patterns. Proficiency in reading and troubleshooting code across HTML, CSS, PHP, and JavaScript, with the ability to navigate unfamiliar codebases and create small code snippets or patches when needed. Understanding of web technologies including REST APIs, HTTP, DNS, domain management, and Git-based version control. Familiarity with software engineering practices such as coding standards, source control workflows, and basic testing concepts. Understanding of WordPress performance and scalability, including common causes of slow queries, caching strategies, and resource optimization. Security awareness and familiarity with common web vulnerabilities are an advantage. Experience using monitoring and debugging tools such as New Relic, Kibana, or similar platforms to investigate errors, application behavior, and performance issues. Strong troubleshooting skills, with the ability to break complex problems into manageable components, isolate variables, identify root causes, and document findings clearly. Excellent written English and the ability to explain technical concepts clearly and empathetically to customers and colleagues. Strong customer-facing experience in a technical support, agency, consulting, enterprise, or SaaS environment. Self-motivated and collaborative approach, with the ability to take ownership of issues and follow them through to resolution. Willingness to continuously learn new technologies and deepen expertise in PHP, JavaScript, WordPress, and related web technologies. Familiarity with the WordPress block editor, WooCommerce, reverse proxy configurations, or caching layers is a plus. Ability to work a schedule that supports 24/7 global coverage, including one weekend shift per month, on-call rotations, and occasional holiday or evening availability. Candidates must be based in the United States, maintain US-based residency throughout employment, hold US citizenship, and complete required background checks. Benefits: Salary range of $55,000–$85,000 USD annually. Global salary structure with compensation paid in local currency. Competitive base salary without complex variable compensation. Fully remote work environment. Open vacation policy with no fixed number of vacation days per year. Opportunity to work with enterprise customers and complex technical environments at significant scale. Continuous opportunities to develop expertise in WordPress, web technologies, debugging, and engineering practices. Collaboration with globally distributed technical, support, customer success, and engineering teams. Benefits tailored by country and applicable local programs.