Remote WordPress Support Engineer – WOW Customer Experience

Rocket.net; Florida; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Remote position

Flexible vacation

Paid education

Job summary

Rocket.net seeks WordPress Support Engineers to deliver industry-leading customer service. You will be the first line of support, communicating clearly in English and resolving WordPress issues with a friendly, proactive approach.

Responsibilities include handling Live Chat, Tickets, and Slack, following SOPs, and writing knowledge base articles. This remote role offers opportunities to optimize sites, migrate WordPress installations, and contribute to a world-class customer experience.

Qualifications

• 2+ years experience with WordPress.
• Excellent written and verbal communication skills (English).
• Experience with Live Chat and/or helpdesk tools.
• Familiar with common web hosting stacks (cPanel, NGINX, Apache, MySQL).
• 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.
• 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.

Responsibilities

• Be the first point of contact for our customers; own issues and resolve quickly.
• Provide customer support through Live Chat, Tickets and Slack.
• Follow SOPs and escalate unresolved issues to internal teams.
• Troubleshoot WordPress and help customers beyond scope.
• Write KBs and technical articles for our blog.
• Suggest feature requests to improve the product; be the customer's voice.
• Assist customers with migrating WordPress sites to Rocket.net.
• Help with DNS pointing to Rocket.net.
• Provide customers with a WOW! experience.

Skills

Communication skills

English proficiency

Tools

WordPress

Live Chat tools

SSH / Linux command line

WP-CLI

cPanel

NGINX

Apache

MySQL

Cloudflare

DNS

Redis

CDN

WAF

PHP

Job description

Rocket.net seeks WordPress Support Engineers to deliver industry-leading customer service. You will be the first line of support, communicating clearly in English and resolving WordPress issues with a friendly, proactive approach.

Responsibilities include handling Live Chat, Tickets, and Slack, following SOPs, and writing knowledge base articles. This remote role offers opportunities to optimize sites, migrate WordPress installations, and contribute to a world-class customer experience.