UpdraftPlus is hiring! Support Engineer for WP Optimize
We have a team based in Cardiff but we work flexibly, with the option for both remote-working (UK or abroad), or being based in a shared workspace.
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
About UpdraftPlus
At UpdraftPlus we make plugins for WordPress that help our customers to backup, restore, clone, secure and optimize their WordPress websites.
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 plugins 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 of 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 will hopefully expand from support-specific to additional roles (potentially development or testing 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 with 6-7 hours and respond to all customers with 24 hours so you must be able to respond to all support requests in a timely manner
- The role will involve working as second or third line support, diagnosing more complex technical issues with customers’ websites e.g. setting up a VPS, installing WordPress and understanding the source of potential conflicts.
The ideal candidate
- Knowledge of different servers (Apache, NGINX, LiteSpeed) environments and configurations
- Knowledge of speed optimization would be beneficial
- WordPress. You are confident using the Codex when necessary to fill any knowledge gaps.)
- CSS
- PHP
- Javascript & jQuery (basic level of comfort and troubleshooting skills, though you’d rarely need to write any)
- WordPress Plugin Customization
- Comfortable in Chrome Developer Tools (mainly for troubleshooting CSS, JS, and network issues)
- Troubleshooting (you understand how to develop a strategy to troubleshoot/debug a problem)
- Ability to run local test installs
- Self-starter, motivated & fast learner
- Excellent customer service skills
- Polite, patient, helpful, even with impolite customers
- Eager to help customers
- Fluent written English, excellent communication skills
- Responsible & Reliable
Good to have
- Technical knowledge of WordPress multisites
- Prior customer service experience
- Previous experience coding a plugin or theme
- Fluency in additional languages
Closing date: 29th February 2024