Senior WordPress Technical Support Engineer/ 1 week ago
About VIPoint Solutions Pvt Ltd
VIPoint Solutions Pvt Ltd is a technology-driven company delivering high-quality engineering and technical support services to global clients. We work closely with WordPress product companies and SaaS platforms, helping improve performance, reliability, and user experience at scale.
We are currently hiring experienced Senior WordPress Technical Support Engineers to join our growing remote team.
Role Overview
This is not a website builder role.
As a Senior WordPress Technical Support Engineer, you will troubleshoot complex WordPress issues, assist customers in resolving technical challenges, and collaborate with engineering teams to improve product stability and overall user experience.
Your work will directly contribute to improving plugins, reducing churn, and strengthening product quality.
Key Responsibilities
- Provide advanced WordPress support via email, chat, and ticketing systems.
- Troubleshoot plugin conflicts, WooCommerce issues, API errors, and performance bottlenecks.
- Debug using browser developer tools, error logs, and WP-CLI.
- Investigate hosting-related issues (DNS, SSL, caching, migrations, staging).
- Reproduce bugs and provide detailed reports to engineering teams.
- Create and improve knowledge base documentation.
- Identify recurring issues and recommend long-term fixes.
- Meet SLAs and maintain high-quality customer interactions.
Technical Requirements - Must-Have
- 4+ years of hands-on WordPress experience.
- Strong understanding of WordPress architecture.
- Experience troubleshooting theme and plugin conflicts.
- WooCommerce troubleshooting experience.
- Working knowledge of:
- PHP (debugging level)
- HTML, CSS, JavaScript
- MySQL basics
- Hosting knowledge (DNS, SSL, cPanel, staging, migrations)
- Experience using ticketing systems (Zendesk, HelpScout, Freshdesk, etc.).
- Excellent written and spoken English.
Strongly Preferred
- Experience working with WordPress plugin/theme product companies.
- Exposure to ecosystems like WP Rocket, WPML, Elementor, Divi, Yoast, etc.
- WP-CLI experience.
- API integration troubleshooting.
- Writing technical documentation.
- Supporting international customers in SLA-driven environments.
Work Schedule & Availability
- This is a fully remote-friendly role.
- You must have at least 4 hours overlap with US regular working hours (9:00 AM – 6:00 PM ET), Monday–Friday.
- Weekends are optional.
- Full US working hours will be required during the first few weeks of onboarding.
Why Join VIPoint?
This is a remote-friendly role with real impact — your work directly improves our plugins and user experience.
You’ll work with global WordPress product ecosystems, collaborate with experienced engineers, and grow into senior escalation or product specialist roles.
Who You Are
- You enjoy digging deep into technical problems.
- You communicate complex issues clearly and confidently.
- You take ownership of tickets and see them through resolution.
- You’re proactive and constantly looking for improvements.
- You value efficiency, quality, and continuous learning.
Job Type: Full-time
Pay: $55,000.00 - $75,000.00 per month
Benefits:
- Health insurance
Work Location: Remote