Support Engineer (WordPress / Technical Support)

Sobre a Vaga

We're hiring a Support Engineer to strengthen our customer support coverage as WP Umbrella scales. This is a hands-on, technical, customer-facing role focused on solving real problems, not just closing tickets. You will be entrusted with the most important mission we have: making our users happy. You'll work independently after onboarding, handle live conversations, troubleshoot WordPress and hosting issues, and own customer issues from first response to resolution or escalation. We're a small and growing startup, which means your impact will be real and visible. You'll report directly to our Head of Support and work closely with Product and Engineering.

Requisitos

✅ 3+ years experience in customer support

✅ 3+ years experience in technical support

✅ WordPress

✅ debugging

✅ plugins

✅ error logs

✅ Hosting environments

✅ DNS fundamentals

✅ FTP

✅ SFTP

✅ SSH

✅ WP-CLI

✅ Email delivery

✅ bounce issues

✅ English

✅ Autonomous

✅ reliable

✅ organized

✅ remote environment

✅ WordPress agencies

✅ AI tools

✅ French

✅ German

Remuneração

Fixed salary: $22,200/year, with full package estimated at $26,200+

Contratação

Não informado

Formato

Remoto

Benefícios

✅ Flexible (within your shift)

✅ 35 days of paid time off

✅ Individual performance bonus & annual collective increases

✅ Team retreat at least once a year

✅ Learning & training opportunities

Informações Adicionais

✅ Typical working hours are 09:00-17:00 ET, Monday to Friday

✅ Working closely with our EU-based team

✅ One scheduled weekly team meeting held at 09:00 or 8:00 MET

✅ First response within 5 minutes

✅ Ongoing responses within 15 minutes

✅ CSAT above 95%

✅ Strong quality reviews on randomly selected tickets