About the Role
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
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