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Rocket.net · 5 months ago

WordPress Support Engineer

United States

Full-time

Remote

Entry Level

2+ years exp

Rocket.net is a customer-centric company seeking WordPress Support Engineers to deliver exceptional customer service. The role involves providing technical support for WordPress issues, ensuring customer satisfaction, and contributing to knowledge sharing within the community.

Web Hosting

Responsibilities

Be the first point of contact for our customers whenever they have any issues on their websites. Being the first point of contact, its really important for us that you provide an excellent experience to the customer by taking ownership of any issues reported by our customers and see problems through to their quick and effective resolution

Provide customer support through Live Chat, Tickets and Slack

Ensure all SOPs are followed and proper escalation procedures are initiated for unresolved issues to the appropriate internal teams

Help customers by going beyond the scope, diving deep into their WordPress issues and helping them troubleshoot and fix common WordPress issues

Write KBs and technical articles for our blog to further distribute knowledge within the community

Convert recurring issues into feature requests for the development team and be the customer's voice in the company to help improve the product

Assist our customers with migrating their WordPress site's to Rocket.net

Provide critical assistance when it comes to pointing DNS to Rocket.net

Provide customers with a 'WOW!' experience

Qualification

WordPressTroubleshootingLinux command lineCommunication skillsLive Chat toolsWeb hosting stacksPage BuildersCaching PluginsCloudflareDNS understandingPHPRedisCDNWAF

Required

2+ years experience with WordPress

Excellent written and verbal communication skills (English)

You have previous experience with Live Chat and/or helpdesk tools

Familiar with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc)

Knowledge with linux command line (SSH) including WP-CLI

Extensive experience with troubleshooting WordPress

Experience with Page Builders and Caching Plugins

Experience with Cloudflare and advanced understanding of DNS

Preferred

Experience in optimizing WordPress a huge plus

Experience in PHP to write custom plugins for WordPress a huge plus

Knowledge of Redis, CDN, WAF, and page caching will be a huge plus

Benefits

Ability to work from anywhere in the world. You can travel and work in a new city every month. Work and travel without ever using your vacation time. This is a remote position

Flexible Vacation. Never get denied a vacation request ever again

Paid Education. We care about your career. We will help you gain new skills, and guide you on where you want to go