PHP WordPress Support Engineer

TeamUpdraft; Newport; Remote; GBP 30,000 - 50,000; Full time

Job summary

An innovative company is seeking a Support Engineer to enhance its growing plugin family. This role offers the chance to work remotely and be part of a dynamic team dedicated to providing exceptional customer support. Ideal candidates will have strong troubleshooting skills, a solid understanding of WordPress, and excellent communication abilities. This position not only focuses on resolving customer issues but also opens doors to future development or testing opportunities. Join a forward-thinking team where your contributions will directly impact customer satisfaction and product quality.

Qualifications

• Excellent verbal and written communication skills.
• Experience diagnosing complex technical issues with WordPress sites.

Responsibilities

• Provide support via an email-based ticketing system and forums.
• Diagnose complex issues such as server setup and WordPress installation.

Skills

WordPress

CSS

PHP

JavaScript

jQuery

Troubleshooting

Customer Service

Communication Skills

Tools

FreeScout

Chrome Developer Tools

Job description

TeamUpdraft is hiring! Support Engineer for Our full suite of plugins.

We’ve been a remote team since before Covid, so wherever you’re based, if the role sounds right for you, we want to hear from you.

This is a full-time position (37.5 hrs/week), but we are open to part-time hours, employed or freelance. If you have the skills, we will fit the arrangement to suit your needs!

Salary: Competitive

Location: Global - fully remote

About TeamUpdraft

Our heart is as a WordPress plugin business. Over the years, we’ve built a world-class reputation, especially around our flagship backup and migration plugin UpdraftPlus.

We want to build on those firm foundations by offering our customers everything they would ever need to run their WordPress website well.

That Includes The Ability To

• Backup/Restore
• Migrate
• Stage sites
• Improve security
• Optimize their site
• Boost SEO
• And much more…

We have a strong team of creative and innovative developers which is growing fast. Our growth has largely been down to the strength of our products, with our plugins being some of the most highly rated on WordPress.

About The Role

We are looking for a Support Engineer to join our team due to our expanding plugin family and customer base. This role is perfect for someone who is not afraid to jump in feet first, has excellent verbal and written communication skills, and has experience diagnosing complex technical issues with WordPress sites.

The ideal candidate will have both front-end and back-end development skills, as well as customer service and troubleshooting skills. We are looking to fill a long-term role which could expand into development or testing roles in the future.

Role & Responsibilities

To provide support via an email-based ticketing system (FreeScout) and through our WordPress and Premium support forums. We aim to get a first response within 6-7 hours and respond to all customers within 24 hours, so timely responses are essential.

The role involves working as second or third line support, diagnosing complex issues such as server setup, WordPress installation, and conflict resolution.

The ideal candidate

• Knowledge of server environments (Apache, NGINX, LiteSpeed) and configurations
• Knowledge of speed optimization (beneficial)
• Proficiency with WordPress, using the Codex to fill knowledge gaps
• CSS, PHP, JavaScript & jQuery (basic troubleshooting skills)
• WordPress Plugin Customization
• Comfort with Chrome Developer Tools
• Strong troubleshooting and debugging skills
• Ability to run local test installs
• Self-motivated, fast learner
• Excellent customer service and communication skills
• Polite, patient, helpful, even with difficult customers
• Fluent in written English
• Responsible and reliable

Good to have

• Knowledge of WordPress multisites
• Customer service experience
• Experience coding plugins or themes
• Additional language skills

Closing date: 16 May 2025