WordPress Support Engineer

Rocket.net

WordPress Support Engineer providing customer support and technical troubleshooting for WordPress at Rocket.net. Ensuring quick resolutions and customer satisfaction through various support channels.

Posted 6/18/2026full-timeRemote • Florida • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ApacheDNSLinuxMySQLNGINXPHPRedisWordPress

About the role

Key responsibilities & impact

Be the first point of contact for our customers whenever they have any issues on their websites. Being the first point of contact, its really important for us that you provide an excellent experience to the customer by taking ownership of any issues reported by our customers and see problems through to their quick and effective resolution.
Provide customer support through Live Chat, Tickets and Slack.
Ensure all SOPs are followed and proper escalation procedures are initiated for unresolved issues to the appropriate internal teams.
Help customers by going beyond the scope, diving deep into their WordPress issues and helping them troubleshoot and fix common WordPress issues.
Write KBs and technical articles for our blog to further distribute knowledge within the community.
Convert recurring issues into feature requests for the development team and be the customer’s voice in the company to help improve the product.
Assist our customers with migrating their WordPress site’s to Rocket.net.
Provide critical assistance when it comes to pointing DNS to Rocket.net.
Provide customers with a “WOW!” experience.

Requirements

What you’ll need

2+ years experience with WordPress.
Excellent written and verbal communication skills (English).
You have previous experience with Live Chat and/or helpdesk tools.
Familiar with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc).
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 optimizing WordPress a huge plus.
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.

Benefits

Comp & perks

Ability to work from anywhere in the world.
Flexible Vacation.
Paid Education.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

WordPresstroubleshootingPHPLinux command lineWP-CLIcPanelNGINXApacheMySQLCloudflare

Soft Skills

communicationcustomer supportproblem-solvingownershipwritingescalationcollaborationcustomer experienceattention to detailadaptability