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WordPress Support Engineer

1 month ago
United States
Full-time
Junior
Technical Support Engineer
Software Development
Apache CDN Cloudflare DNS Linux MySQL Nginx PHP Redis SSH WAF WordPress
Apply Now
Rocket.net

Rocket.net

Rocket.net offers lightning-fast managed hosting for WordPress websites, integrating Cloudflare Enterprise for speed and security. Their all-in-one platform includes automated updates, daily backups, real-time malware scanning, and expert support, maki...

IT Services
11-50
Founded 2020
View All Jobs 3

Description

  • Serve as the first point of contact for customers experiencing website issues and own problems through resolution.
  • Provide support through live chat, tickets, and Slack.
  • Troubleshoot and resolve WordPress issues, including migrations and configuration problems.
  • Assist customers with DNS configuration and pointing domains to Rocket.net.
  • Follow standard operating procedures and escalate unresolved issues to appropriate internal teams.
  • Create knowledge-base content and technical articles for customers and the broader community.
  • Convert recurring customer issues into feature requests and represent customer needs internally.
  • Deliver a consistently positive customer experience.

Requirements

  • 2+ years of WordPress experience.
  • Excellent written and verbal English communication skills.
  • Experience using live chat and/or helpdesk tools.
  • Familiarity with common web hosting technologies, including cPanel, NGINX, Apache, and MySQL.
  • Knowledge of Linux command-line tools, SSH, and WP-CLI.
  • Extensive experience troubleshooting WordPress.
  • Experience with page builders and caching plugins.
  • Experience with Cloudflare and advanced DNS concepts.
  • WordPress optimization experience (preferred).
  • PHP experience for developing custom WordPress plugins, plus knowledge of Redis, CDNs, WAFs, and page caching (preferred).

Benefits

  • Fully remote work with the ability to work from anywhere in the world.
  • Flexible vacation policy.
  • Paid education and professional development support.
  • Equal opportunity employer with a commitment to diversity, inclusion, and workplace accommodations.

Interested in this position?

Apply directly on the company website

Apply Now

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