Support Engineer, VIP
Skills
ConsultationCustomer ServiceCustomer SuccessEngineeringTechnical SupportTroubleshootingWordpress
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- US-based candidate with American citizenship and ability to pass background checks
- Strong troubleshooting skills with a systematic approach to root cause analysis
- Experience in customer-facing technical roles such as support agency or consulting
- Solid WordPress expertise including themes plugins hooks and filters WP-CLI imports and troubleshooting
- Ability to read and troubleshoot HTML CSS PHP and JavaScript
- Understanding of web technologies including REST APIs HTTP DNS domain management and Git
- Comfort with monitoring and debugging tools such as New Relic or Kibana
- Willingness to work scheduled weekday and weekend shifts on-call rotations holidays and evenings
- Self-motivated collaborative work ethic and strong written English communication
Nice to have
- Curious
- Detail-oriented
- Collaborative
- Self-starter
- Customer-focused
- Technically adaptable
Day to day
- Provide advanced technical support for enterprise customers through Zendesk tickets and customer calls
- Investigate escalated issues and complex debugging scenarios with close attention to logs codebases and platform behavior
- Collaborate with Support Engineers Customer Success Engineers and internal engineering teams to resolve high-impact problems and improve documentation