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Job Description for WordPress Support Engineer role –
Key Responsibilities:
Be the first point of contact for our customers whenever they have any issues on their websites. Being the first point of contact, its really important for us that you provide an excellent experience to the customer by taking ownership of any issues reported by our customers and see problems through to their quick and effective resolution.
Provide customer support through Live Chat, Tickets and Slack.
Ensure all SOPs are followed, and proper escalation procedures are initiated for unresolved issues to the appropriate internal teams.
Help customers by going beyond the scope, diving deep into their WordPress issues and helping them troubleshoot and fix common WordPress issues.
Write Knowledge Bords and technical articles for our blog to further distribute knowledge within the community.
Convert recurring issues into feature requests for the development team and be the customer’s voice in the company to help improve the product.
Provide customers with a “WOW!” experience.
Requirements :
Strong knowledge of WordPress Platform.
Having experience in the backend configuration
Thorough understanding of cross-browser compatibility issues.
Monitor the live website performance
Experience developing WordPress plugins and themes.
Optimize application for maximum speed and scalability
You have previous experience with Live Chat and/or helpdesk tools.
Familiar with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc).
Knowledge with linux command line (SSH) including WP-CLI.
Extensive experience with troubleshooting WordPress.
Experience with Page Builders and Caching Plugins.
Experience with Cloudflare and advanced understanding of DNS.
Experience in optimizing WordPress a huge plus.
Experience in PHP to write custom plugins for WordPress a huge plus.
Knowledge of Redis, CDN, WAF, and page caching will be a huge plus.
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