Support Engineer

A leading software company behind top web technology firms is looking for a Support Engineer. The engineer will collaborate with the team, including the Senior WordPress Engineers, on some of the highest-profile and highest-traffic WordPress sites. The company offers a digital platform for top brands and publishers globally, with expertise in running performant, secure, and stable applications at scale while serving billions of web requests daily. The candidate will utilize debugging and development experience as well as outstanding communication skills to tackle issues as they arise. This is an exciting opportunity to work with an internet giant within a distributed environment and grow rapidly.

Job Responsibilities:

• Keep up-to-date with changing technology trends and share the knowledge with others
• Maintain the quality, accuracy, and thoroughness of the technical support
• Help customers and teammates through tickets and real-time discussions using a variety of research, debugging, tools, processes, detailed error reporting, and documentation
• Tackle complex problems with customer sites, themes, and platforms relating to WordPress internals at scale
• Handle fast-moving situations and one-off projects involving complex dependencies, multiple partners, and tight timeframes
• Observe and relay chances to make the platform, services, and other offerings more appealing
• Build and update the internal and customer-facing documentation

Job Requirements:

• Bachelor’s/Master’s degree in Computer Science (or equivalent experience)
• Deep knowledge of WordPress and the underlying code 
• Prior experience with the theme, plugin, block editor, or e-commerce
• Experience with WP-CLI, WordPress hooks and filters, imports, etc.
• Strong understanding of the Web; including familiarity with HTML, CSS, JavaScript, REST APIs, HTTP, DNS, and SVN or Git
• Experience working primarily in a customer-facing role, including support and training
• The ability to communicate clearly and concisely 
• Self-starter traits with a passion for initiative and seeing things through to completion 
• High level of curiosity and the desire to learn 
• Proficiency and eloquence in written English
• Additional spoken or written languages can be beneficial