Support Engineer (WordPress/Shopify) – Hybrid On-site

Newfold Digital; Philippines; Hybrid; PHP 300,000 - 600,000; Full time

Benefits offered by this job

Hybrid work arrangement

HMO benefits with two dependents upon/

Punctuality Bonus

Generous Vacation policy

Affinity groups – 20+

Job summary

Newfold Digital is seeking a Support Engineer to join Bluehost/Yoast teams in a hybrid environment. The role focuses on answering customer inquiries via live chat and email, delivering high-quality support for WordPress and related platforms, and identifying upsell opportunities as part of customer care.

The ideal candidate has 2+ years in customer service, strong English, and hands-on WordPress experience, with Shopify familiarity as a plus. On-site and shifting schedules are required.

Qualifications

• Must be willing to work on-site and shifting schedule.
• Proficiency in English, both in verbal communication and written expression.
• At least 2 years of customer service experience, with strong hands-on experience in WordPress.
• Experience supporting customers on Shopify or working hands-on with the Shopify platform is a strong advantage.
• Prior experience in sales is considered a plus.
• Comfortable handling customer inquiries via live chat, with the flexibility to switch to Email and Video support as needed.
• Experience in other CMSs like TYPO3, Joomla, Wix and other content management tools is a bonus.
• Familiarity with tools such as Jira, Confluence, Help Scout or similar platforms is an advantage.
• You're not afraid to ask your colleagues for help in Slack.

Responsibilities

• You'll answer questions over chat, and email, ensuring that support requests are addressed in a timely and helpful manner.
• Proven experience in providing excellent customer service and technical support.
• You'll assist with a wide range of topics from the best way to use Yoast products to administrative questions around payments, and everything in between.
• You'll identify opportunities to upsell or cross-sell relevant products or services that align with the customer's needs.

Skills

English proficiency

Customer service

WordPress

Sales experience

Live chat support

Tools

Jira

Confluence

Help Scout

Shopify

Job description

Newfold Digital is seeking a Support Engineer to join Bluehost/Yoast teams in a hybrid environment. The role focuses on answering customer inquiries via live chat and email, delivering high-quality support for WordPress and related platforms, and identifying upsell opportunities as part of customer care.

The ideal candidate has 2+ years in customer service, strong English, and hands-on WordPress experience, with Shopify familiarity as a plus. On-site and shifting schedules are required.