WordPress Support Engineer

About the Role

We are seeking passionate WordPress Support Engineers to deliver industry-leading customer service. As a customer-centric company, we value a strong understanding of WordPress and a commitment to customer satisfaction. You will be the front-line support, communicating clearly and resolving technical issues with a friendly attitude, ensuring an unparalleled customer experience.

Responsibilities

• Serve as the primary point of contact for customer website issues, taking ownership and ensuring swift, effective resolutions.
• Provide support via Live Chat, Tickets, and Slack.
• Adhere to Standard Operating Procedures (SOPs) and escalate unresolved issues appropriately.
• Troubleshoot and resolve common WordPress issues, going the extra mile to assist customers.
• Contribute to our knowledge base by writing technical articles for the company blog.
• Identify recurring issues, convert them into feature requests, and advocate for the customer's needs.
• Assist customers with migrating their WordPress sites to Rocket.net.
• Provide critical support for DNS configuration to point to Rocket.net.
• Deliver a "WOW!" customer experience.

Requirements

• Minimum of 2 years of experience with WordPress.
• Excellent written and verbal communication skills in English.
• Previous experience with Live Chat and/or helpdesk tools.
• Familiarity with common web hosting environments (cPanel, NGINX, Apache, MySQL, etc.).
• Proficiency in Linux command line (SSH), including WP-CLI.
• Extensive experience troubleshooting WordPress.
• Experience with Page Builders and Caching Plugins.
• Experience with Cloudflare and a strong understanding of DNS.
• Experience optimizing WordPress is a significant advantage.
• Experience with PHP for custom plugin development is a significant advantage.
• Knowledge of Redis, CDN, WAF, and page caching is a considerable advantage.

Benefits

• Work from Anywhere: Enjoy the freedom to work remotely from any location globally.
• Flexible Vacation: Take time off when you need it, with no worries about denied requests.
• Paid Education: Invest in your career growth with support for acquiring new skills and career guidance.

Join our fun, driven, and amazing team at Rocket.net!

Rocket.net is an equal opportunity employer committed to diversity and inclusion. We encourage individual achievement and recognize the strength of our diverse team. Accommodations are available for individuals with disabilities throughout the hiring process. We thank all applicants; however, only qualified candidates will be contacted.