WordPress Technical Support Engineer

About the Role

NerdPress is currently not hiring, but welcomes applications from talented individuals based in the United States for future openings. We specialize in providing high-level technical support for WordPress sites and value deep WordPress knowledge alongside exceptional communication skills. Our team thrives on learning, teaching, and problem-solving, and we take pride in empowering our clients by not only resolving their issues but also helping them understand solutions.

Job Expectations and Responsibilities

• Respond to clients’ support requests primarily via email throughout the day, ensuring proactive follow-ups and maintaining service setups.
• Provide tailored assistance ranging from advice, answering queries, to performing technical tasks such as CSS customizations, plugin recommendations, minor PHP code edits, SEO guidance, and speed optimization.
• Support onboarding for new clients by setting up services and establishing trust through clear communication and excellent first impressions.
• Collaborate with the team and other service providers using tools like Slack and Zoom to achieve optimal client outcomes.
• Monitor and respond to alerts concerning security, site downtime, or other service-related issues.
• Perform miscellaneous maintenance activities including running updates on client WordPress sites.
• Live by NerdPress’s core values, guiding decisions and behaviors daily.
• Be available occasionally for weekend emergency support on a rotating schedule.
• Potential to expand role into areas like documentation, blog writing, plugin or product development, and systems/process enhancements based on interests and skills.

Required Expertise

• Exceptional written and spoken American English communication skills.
• Strong customer service aptitude.
• Advanced proficiency in WordPress including hooks, filters, and in-depth platform understanding.
• Expert troubleshooting capabilities with acute attention to detail.
• Intermediate CSS skills for customizations and troubleshooting.
• Intermediate PHP knowledge to read, identify issues in functions, work with hooks, and resolve errors.
• Experience with WordPress theme structures, child themes, and customizations.
• Basic understanding of web hosting, domain and DNS management.
• Proficiency in browser developer tools for CSS, JavaScript, and network debugging.

Desired Personal Characteristics

• Enthusiasm for continuous learning.
• Passion for teaching and assisting others.
• Energized by solving complex problems.
• Self-initiative, motivation, and quick learning capacity.
• Resourcefulness and confidence to seek knowledge when uncertain.
• Proactive and calm under pressure.
• Strong teamwork orientation and reliability.
• Empathy and patience with less tech-savvy clients.
• Trustworthy and responsible.
• Friendly demeanor with a good sense of humor.

Preferred Additional Skills and Experience

• Previous experience in customer service or technical support roles.
• Plugin or theme development experience.
• Familiarity with servers, hosting environments, and site speed optimization tools like Google PageSpeed Insights.
• Knowledge in UI, UX, and web accessibility standards.
• JavaScript and jQuery skills.
• Git and GitHub usage skills.
• Domain name server (DNS) and nameserver management experience ensuring no site downtime.
• Extensive WooCommerce troubleshooting experience and enthusiasm for the platform.
• Active participation in the WordPress community through contributions, speaking engagements, or plugin authorship.
• Experience or interest in blogging and understanding blogging best practices.
• Loves dogs, beekeeping, or kombucha making (include a photo when applying!).

Benefits and Company Culture

• Two weeks paid annual vacation and fourteen paid holidays.
• Health Reimbursement Agreement and paid sick leave.
• 401(k) plan with 4% employer matching.
• Year-end bonuses.
• Short-term disability, family and bereavement leave.
• Technology budget for required tools and ergonomic equipment.
• Reimbursement for internet and most of cell phone expenses.
• Flexible working hours with consistent coverage coordination.
• Support for participation in local WordCamp events with financial assistance.
• Funding for professional development such as courses and training.
• Small, close-knit supportive team environment with rewarding client relationships.

Work Location and Schedule

• Full-time position averaging 40 hours per week.
• 100% remote work with United States-based candidates only.
• Preference for applicants in states including California, Florida, Georgia, Indiana, Kentucky, Montana, North Dakota, Ohio, Pennsylvania, Tennessee, Texas, or Washington.

Diversity and Inclusion

NerdPress commits to building an inclusive culture where every individual feels valued, respected, and able to thrive regardless of race, religion, sex, gender identity, age, sexual orientation, veteran or disability status.

Application Process

Applicants must thoroughly review the job description and qualifications before applying. Noncompliant or unqualified applications will not be considered. Applications should include personal details, relevant links, experience descriptions, availability, salary expectations, and any additional information or credentials requested.