Remote Support Engineer

Summary

Join WordPress VIP as a Customer-Facing Support Engineer and contribute to creating innovative digital experiences with WordPress. As a pioneering remote company, we rely on clear communication and compassion. You'll work directly with customers and agency developers, handling fast-moving situations and complex dependencies.

Requirements

• Excellent communication
• Self-motivated work ethic
• Curiosity and the desire to learn
• Proficiency and eloquence in written English
• Superb troubleshooting
• Deep knowledge of WordPress and some understanding of the underlying code

Responsibilities

• Maintaining the quality, accuracy, and thoroughness that is part of our high-touch, concierge, technical support
• Helping customers and teammates primarily through Zendesk tickets and real-time discussions
• Handling fast-moving situations, including urgent customer tickets and incidents
• One-off projects involving complex dependencies and multiple partners
• Observing and relaying chances to improve our platform, services, and overall offering
• Building and updating internal and customer-facing documentation

Benefits

• Support is provided 24/7, so scheduled weekday and weekend shifts, as well as some holiday availability, will be a requirement
• Salary range: $40,000-$75,000 USD