About the role
Provide first-line technical support for clients using WordPress solutions.
Resolve issues, guide clients, and ensure smooth digital experiences.
Collaborate with developers, project managers, and client teams to deliver reliable support.
Empower clients, improve processes, and contribute to the delivery team.
Key Responsibilities:
Troubleshoot and resolve WordPress core, themes, plugins, performance, and server issues.
Assist clients via email, chat, video, or calls with technical troubleshooting and consultative guidance.
Handle fast-moving, complex situations with clear communication and ownership.
Proactively suggest improvements for client success, internal processes, and overall offerings.
Maintain high standards of accuracy, thoroughness, and documentation.
Continuously learn, adapt, and contribute to team knowledge bases.
Participate in on-call rotation for 24/7 support coverage if required.
Must Haves:
Strong background in technical support, engineering, or customer success.
Hands-on experience creating and supporting WordPress websites (core, themes, plugins, multisite).
Ability to customize themes and plugins using PHP.
Fluent in written and spoken English for clear technical communication.
Ability to diagnose root causes and deliver sustainable solutions under pressure.
Customer-first mindset with empathy, professionalism, and accountability.
Self-motivated, adaptable, and reliable in an async-first environment.
Collaborative and willing to contribute to team knowledge and issue resolution.
Good to Have:
Prior experience in customer-facing roles like support, training, or consulting.
Familiarity with HTML, CSS, JavaScript, REST APIs, HTTP, DNS, and Git/SVN.
Strong troubleshooting skills to break down complex problems into simple solutions.
Awareness of scalability and performance in web applications.
Exposure to monitoring tools like Kibana, Grafana, or New Relic.
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