Support Engineer, VIP

Job description

About this role

The Support Engineer role is responsible for providing advanced technical support to our enterprise customers, serving as an escalation point for complex issues that require deeper investigation. In this customer-facing role, you will handle challenging debugging scenarios, troubleshoot intricate application and platform issues, and help resolve problems that go beyond standard support workflows. You’ll work primarily through Zendesk tickets, collaborating closely with Support Engineers and Customer Success Engineers to ensure timely, high-quality resolutions while building your technical expertise and customer relationships.

Responsibilities

• - Providing high-quality technical support and consultation through Zendesk tickets and customer calls.
• - Handling escalated customer issues that require deeper investigation, including urgent tickets and complex debugging scenarios.
• - In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams.
• - Providing technical guidance to customers on WordPress best practices, performance optimization, and common implementation patterns.
• - Building and updating internal and customer-facing documentation.

Qualifications and requirements

• - US-based position. Candidates must be based in the United States, undergo background checks as required, and hold American citizenship.
• - Self-motivated and collaborative work ethic. Self-starters who love taking initiative and seeing things through to completion do well on our teams.
• - Strong troubleshooting abilities. You can take complex problems and break them down systematically, identifying root causes through methodical investigation. You know how to gather the right information, isolate variables, and work toward resolution—or clearly document your findings when escalating.
• - Experience in customer-facing technical roles. You’ve worked directly with customers in a support, agency, or consulting environment, and understand how to balance technical accuracy with clear, empathetic communication. Experience in enterprise WordPress support or a similar environment where customers expect fast, personal responses is an advantage.
• - Your day-to-day work will include: