About the Role
The Developer Resources team is looking for a Technical Support Engineer to serve as the frontline expert helping WordPress developers and site administrators resolve complex technical issues. In this role, you will diagnose problems ranging from PHP fatal errors and plugin conflicts to REST API integration failures and performance degradation. You will be the bridge between the WordPress community and our engineering teams, translating user-reported issues into actionable bug reports and contributing to the knowledge base that helps millions of WordPress users help themselves.
This position is ideal for someone who loves solving puzzles, has a deep understanding of how WordPress works under the hood, and derives genuine satisfaction from helping others succeed. You will handle escalated support tickets that require advanced troubleshooting, often diving into server logs, database queries, and PHP stack traces to identify root causes. Beyond reactive support, you will proactively contribute to documentation, create troubleshooting guides, and identify patterns in support requests that can inform product improvements.
Responsibilities
- Respond to and resolve complex technical support tickets from WordPress developers, agencies, and enterprise users via email, chat, and the support forums
- Diagnose PHP errors, plugin and theme conflicts, database corruption, and server configuration issues across diverse hosting environments
- Debug WordPress REST API integration issues, including authentication failures, malformed requests, and custom endpoint problems
- Reproduce reported bugs in isolated testing environments and file detailed bug reports with the appropriate engineering teams
- Create and maintain troubleshooting documentation, knowledge base articles, and frequently asked questions for common WordPress issues
- Monitor support trends and escalate recurring issues to product and engineering teams, providing data-driven recommendations for improvements
- Assist with WordPress core and plugin updates by testing for regressions and documenting breaking changes for the community
- Participate in on-call rotations to provide support coverage during critical release periods and high-traffic events
- Contribute to internal tooling and automation that improves the support team's efficiency and response times
Requirements
- 3+ years of experience in technical support, systems administration, or a similar customer-facing technical role
- Strong working knowledge of PHP, including the ability to read, understand, and debug WordPress plugin and theme code
- Familiarity with WordPress architecture, including the template hierarchy, hook system, options API, and transients
- Experience troubleshooting web server configurations (Apache, Nginx) and understanding of HTTP headers, SSL/TLS, and DNS
- Comfortable working with MySQL/MariaDB, including writing queries, analyzing slow query logs, and understanding WordPress database schema
- Experience using debugging tools such as Query Monitor, Debug Bar, Xdebug, or browser developer tools
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts to users of varying skill levels
- Strong problem-solving skills with a methodical approach to isolating and resolving issues
- Empathy and patience when working with frustrated users, and a genuine desire to help people succeed
Nice to Have
- Experience with WordPress.com, Jetpack, or WooCommerce support
- Familiarity with version control (Git) and command-line tools (WP-CLI)
- Experience with hosting platforms such as WP Engine, Kinsta, Flywheel, or Pressable
- Knowledge of caching technologies (Redis, Memcached, Varnish) and CDN configuration
- Experience writing support macros, automation scripts, or chatbot configurations
- Multilingual skills are a significant plus, as we serve a global community
- Active participation in the WordPress support forums or local WordPress meetups
Benefits
- Competitive salary range of $75,000 - $95,000 USD, based on experience and location
- Fully remote position with flexible scheduling — core hours overlap with your team, but you choose when to start and end your day
- Comprehensive health, dental, and vision insurance coverage
- 20 days paid time off plus national holidays and a year-end company shutdown week
- Annual learning and development stipend of $2,000 for certifications, courses, and conferences
- Home office equipment budget to ensure you have the tools you need to do your best work
- Career growth pathways into senior support, support engineering, developer advocacy, or product management
- Monthly wellness stipend for gym memberships, mental health apps, or other well-being expenses
- Company-sponsored team meetups twice per year in rotating global locations
How to Apply
Click "Apply Now" to submit your application. Please include your resume and a brief cover letter describing your experience with WordPress troubleshooting and what draws you to this role. As part of the application, you will be asked to complete a short troubleshooting exercise where you diagnose a simulated WordPress issue. This helps us understand your problem-solving approach and technical communication style.
Our hiring process includes an initial application review, a troubleshooting exercise, a video interview with the support team lead, and a trial day working on real (anonymized) support tickets. We aim to complete the process within three weeks and provide feedback at every stage. We are committed to building a diverse and inclusive team and welcome applications from all backgrounds.