Support Engineer, VIP (WordPress)

TL;DR

Support Engineer, VIP (WordPress): Providing advanced technical support and debugging for enterprise customers with an accent on PHP, JavaScript, and the WordPress ecosystem. Focus on resolving complex escalated issues, analyzing customer codebases, and ensuring platform stability for high-profile clients.

Location: Must be based in the United States and hold American citizenship

Company

The enterprise division of hirify.global, providing a leading agile content management platform for the world's largest enterprises.

What you will do

• Provide high-quality technical support and consultation through Zendesk tickets and customer calls.
• Handle escalated, urgent, and complex debugging scenarios that require deep investigation.
• Analyze logs and customer codebases to identify root causes of application and platform issues.
• Provide technical guidance on WordPress best practices, performance optimization, and implementation patterns.
• Build and update internal and customer-facing technical documentation.
• Participate in 24/7 support coverage, including scheduled weekday, weekend, holiday shifts, and on-call rotations.

Requirements

• Must be based in the United States and hold American citizenship.
• Expertise in WordPress core concepts, including themes, plugins, hooks, filters, and WP-CLI.
• Proficiency in reading and troubleshooting PHP, JavaScript, HTML, and CSS.
• Strong understanding of REST APIs, HTTP, DNS, domain management, and Git.
• Experience in customer-facing technical roles such as support, agency, or consulting.
• Ability to systematically break down complex problems and identify root causes.

Nice to have

• Familiarity with the Gutenberg block editor and WooCommerce.
• Experience with reverse proxy configurations and caching layers.
• Proficiency with monitoring tools such as New Relic or Kibana.
• Contribution to engineering teams or team repositories.

Culture & Benefits

• Work in a fully distributed company with a diverse global team of over 1500 people.
• Deep commitment to open source and the democratization of publishing and commerce.
• Collaborative environment focused on solving ambiguous and challenging technical problems.
• Inclusive workplace with various Employee Resource Groups and accessibility support.