Technical Support Engineer

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