WordPress Support Specialist

WPMU DEV, part of Incsub, is a global provider of WordPress plugins, hosting, and site management tools. The WordPress Support Specialist will provide technical support to customers, troubleshoot WordPress issues, manage customer communications, and assist developers with bug reports while contributing to a collaborative, fully remote support team.

WPMU DEV is seeking a WordPress Support Specialist to join its global, fully remote support team. This role focuses on providing technical assistance, troubleshooting WordPress sites, plugins, and hosting issues, and ensuring excellent customer experiences. The position also involves collaborating with developers and second-level support to resolve technical problems effectively.

Responsibilities:
- Provide support to customers via email, chat, and forums, diagnosing and resolving WordPress-related issues.
- Assist customers by logging into their websites, identifying problems, and offering solutions.
- Engage in WordPress.org forums, maintaining a helpful and friendly presence.
- Document troubleshooting steps, tests, and bug reports clearly for both customers and colleagues.
- Offer knowledgeable recommendations for feature requests and coordinate with developers for escalations.
- Maintain high standards of response quality, timeliness, and customer satisfaction.

Requirements:
- 2+ years of experience with WordPress and familiarity with themes, plugins, hooks, and filters.
- Proficient in PHP, CSS, MySQL, and HTML for troubleshooting and coding support.
- Strong problem-solving skills and attention to detail.
- Excellent interpersonal and written communication skills in English.
- Ability to work full-time (40 hours/week) including weekends according to scheduled shifts.
- Comfortable working in a distributed, collaborative support team environment.

Benefits:
- Growth-oriented culture and limitless learning opportunities with cutting-edge technology.
- Competitive compensation with benefits and paid leave (28–35 days per year).
- Flexible work environment with technology and general expenses budgets.
- Opportunities for paid travel to WordCamps and other industry conferences.
- Annual bonus based on company growth targets and long service leave options.

This role offers the chance to provide top-tier WordPress support within a collaborative, global, remote team.