Technical Support Engineer (WordPress Platform)
We’re looking for a Technical Support Engineer who enjoys solving problems, digging into systems, and helping customers get the most out of a WordPress-based platform. This role sits at the intersection of support, engineering, and product.
You’ll work directly with customer issues, investigate bugs, diagnose integration problems, and collaborate closely with developers to resolve deeper technical challenges. You won’t just be responding to tickets—you’ll be understanding how the system works, why issues happen, and how to prevent them in the future.
This is a great role for someone who is technically strong with WordPress, comfortable reading code, and motivated by helping others succeed.
What You’ll Do Day to Day
- Respond to and resolve technical support requests related to WordPress themes, plugins, and platform features
- Investigate issues involving storefront behavior, inventory sync, orders, payments, and integrations
- Troubleshoot WordPress issues by reviewing logs, configurations, database entries, and code when needed
- Reproduce reported issues in staging or development environments
- Work closely with the engineering team to escalate bugs and verify fixes
- Provide clear, accurate explanations to customers in plain language
- Document common issues, solutions, and troubleshooting steps for internal and customer-facing use
- Identify recurring problems and suggest product or process improvements
- Assist with platform releases by validating fixes and monitoring post-deploy issues
- Maintain a high standard of responsiveness and follow-through in customer communication
Must Haves
Technical Skills
- Professional experience supporting or working with WordPress-based systems
- Strong understanding of:
- WordPress core concepts, themes, and plugins
- PHP fundamentals and ability to read and understand existing code
- JavaScript basics (vanilla and jQuery)
- HTML, CSS, and responsive layouts
- SQL basics and working with WordPress databases
- Experience troubleshooting:
- Plugin conflicts
- Theme issues
- Performance and caching problems
- REST API or integration-related issues
- Familiarity with:
- Git (basic workflows and reading diffs)
- Linux command line
- SSH access to servers
- Ability to work with logs, error messages, and debugging tools
- Comfort working with third-party APIs and data formats such as JSON and XML
Soft Skills
- Excellent English communication skills (written and verbal)
- Strong problem-solving mindset and attention to detail
- Calm, professional, and empathetic when working with customer issues
- Well-organized and able to manage multiple requests at once
- Accountable and proactive about following issues through to resolution
- Comfortable working closely with engineers and product teams
Nice to Haves
- Experience with:
- WooCommerce
- ACF and ACF Blocks
- Custom WordPress themes or plugins
- Headless WordPress setups
- Familiarity with:
- POS integrations or e-commerce systems
- Performance tools and Lighthouse reports
- CI/CD workflows or Docker
- Experience using Jira or similar ticketing systems
- Experience using Slack for internal communication
- Interest in growing toward a more advanced engineering or product role
What Success Looks Like
- Customer issues are resolved quickly, accurately, and clearly
- Technical problems are properly diagnosed, not just patched
- Developers receive clean, actionable bug reports
- Documentation improves over time and reduces repeat issues
- Customers feel supported, informed, and confident using the platform