Support Engineer, VIP
Core
Provide advanced technical support and troubleshooting for enterprise customers using a large-scale WordPress platform, acting as an escalation point for complex application and platform issues.
Role type
Senior Support Engineer (WordPress/PHP)
Builds
WordPress applications, web platforms, and customer-facing technical solutions
Domain
Web technologies, WordPress ecosystem, enterprise SaaS
Required skills
WordPress core concepts (themes, plugins, hooks, filters, WP-CLI), PHP, JavaScript, HTML, CSS, REST APIs, HTTP, DNS, Git, debugging tools (New Relic, Kibana), performance optimization, security awareness
Preferred skills
WooCommerce, WordPress block editor, reverse proxy configurations, caching layers
Responsibilities
Handle escalated customer issues involving complex debugging and urgent incidents; investigate issues by reviewing logs, analyzing codebases, and reproducing problems; troubleshoot WordPress applications and provide guidance on development practices; build and maintain internal and customer-facing technical documentation; mentor teammates by sharing technical knowledge and troubleshooting approaches; participate in 24/7 support coverage including on-call rotations
Seniority
Senior, hands-on IC