Offer summary

Qualifications:

Experience with WordPress, including plugin customization and troubleshooting., Proficiency in PHP, CSS, JavaScript, and familiarity with server environments like Apache and NGINX., Excellent verbal and written communication skills in English, with a focus on customer service., Ability to diagnose complex technical issues and a self-starter attitude..

Key responsibilities:

Provide support through an email-based ticketing system and WordPress support forums.

Diagnose and resolve complex technical issues related to customers' websites.

Respond to support requests in a timely manner, aiming for first responses within 6-7 hours.

Potentially expand into additional roles such as development or testing in the future.

Job description

TeamUpdraft is hiring! Support Engineer for Our full suite of plugins.

We’ve been a remote team since before Covid so, wherever you’re based, if the role sounds right for you, we want to hear from you.

This is a full-time position (37.5 hrs / week) but we are open to part-time hours, employed or freelance. If you have the skills, we will fit the arrangement to suit your needs!

Salary: Competitive

Location: Global - fully remote

About TeamUpdraft

Our heart is as a WordPress plugin business. Over the years, we’ve built a world-class reputation, especially around our flagship backup and migration plugin UpdraftPlus.

We want to build on those firm foundations by offering our customers everything they would ever need to run their WordPress website well.

That Includes The Ability To

Backup/Restore
Migrate
Stage sites
Improve security
Optimize their site
Boost SEO
And much more…

We have a strong team of creative and innovative developers which is growing fast. Our growth has largely been down to the strength of our products with our plugins being some of the most highly rated plugins on WordPress.

About The Role

We are looking for a Support Engineer to join our team due to our expanding plugin family and customer base. This role is perfect for someone who is not afraid to jump in feet first, has excellent verbal and written communication skills and has experience of diagnosing complex technical issues with WordPress sites.

The ideal candidate will have both front-end and back-end development skills, as well as customer service and troubleshooting skills. We are looking to fill a long-term role which will hopefully expand from support-specific to additional roles (potentially development or testing in the future).

Role & Responsibilities

To provide support via an email-based ticketing system (FreeScout) and through our WordPress and Premium support forums. We aim to get a first response within 6-7 hours and respond to all customers within 24 hours so you must be able to respond to all support requests in a timely manner.

The role will involve working as second or third line support, diagnosing more complex technical issues with customers’ websites e.g. setting up a VPS, installing WordPress and understanding the source of potential conflicts.

The ideal candidate

Knowledge of different servers (Apache, NGINX, LiteSpeed) environments and configurations
Knowledge of speed optimization would be beneficial
WordPress. You are confident using the Codex when necessary to fill any knowledge gaps.)
CSS
PHP
Javascript & jQuery (basic level of comfort and troubleshooting skills, though you’d rarely need to write any)
WordPress Plugin Customization
Comfortable in Chrome Developer Tools (mainly for troubleshooting CSS, JS, and network issues)
Troubleshooting (you understand how to develop a strategy to troubleshoot/debug a problem)
Ability to run local test installs
Self-starter, motivated & fast learner
Excellent customer service skills
Polite, patient, helpful, even with impolite customers
Eager to help customers
Fluent written English, excellent communication skills
Responsible & Reliable