Support Engineer (WordPress / Technical Support) at WP Umbrella

, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

26 Mar, 26

Salary

22200.0

Posted On

26 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

WordPress, Technical Support, DNS Fundamentals, FTP, SFTP, SSH, WP-CLI, Email Delivery, Customer Support, Troubleshooting, Autonomous, Organized, Written Communication, Spoken Communication, Problem Solving, Quality Assurance

Industry

technology;Information and Internet

Description

We’re hiring a Support Engineer to strengthen our customer support coverage as WP Umbrella scales. This is a hands-on, technical, customer-facing role focused on solving real problems, not just closing tickets. You will be entrusted with the most important mission we have: making our users happy. You’ll work independently after onboarding, handle live conversations, troubleshoot WordPress and hosting issues, and own customer issues from first response to resolution or escalation. We’re a small and growing startup, which means your impact will be real and visible. You’ll report directly to our Head of Support and work closely with Product and Engineering. Working Hours Typical working hours are 09:00–17:00 ET, Monday to Friday, working closely with our EU-based team through documented hand-offs and async communication. As a distributed team, we occasionally align across time zones. This includes one scheduled weekly team meeting held at 09:00 or 8:00 MET. Your Mission Handle customer requests via chat and tickets with clarity, empathy, and professionalism Acknowledge issues quickly, set expectations, and keep customers informed until resolution Diagnose and resolve WordPress, hosting, DNS, email, and plugin-related issues Identify root causes and escalate complex cases to Engineering with clear context Prioritize trust, transparency, and follow-up over speed alone Identify bugs and edge cases, and participate in QA during releases Assist new customers with migrations, setup, and onboarding from competitors Maintain and improve the knowledge base and internal documentation What Success Looks Like First response within 5 minutes Ongoing responses within 15 minutes CSAT above 95% Strong quality reviews on randomly selected tickets Your Hard & Soft SkillsMust-Have 3+ years experience in customer or technical support Strong knowledge of: WordPress (debugging, plugins, error logs) Hosting environments DNS fundamentals FTP / SFTP, SSH, WP-CLI Email delivery & bounce issues Comfortable handling multiple live conversations Excellent written and spoken English Autonomous, reliable, and organized in a remote environment Nice to Have Experience working with WordPress agencies Interest in using AI tools to improve support workflows French or German is a plus What Is WP Umbrella? WP Umbrella is the infrastructure for your WordPress care business. We help freelancers and agencies manage and protect all their WordPress sites from one simple, reliable dashboard—without juggling tools or worrying about silent failures. WP Umbrella is built for professionals who sell maintenance plans and need stability, clear client reporting, and long-term trust in their tools. Our Values & Working Principles Kindness, goodwill, collaboration, and ownership are at the core of how we work. We care about the quality of your work, not about how many hours you sit at your desk. We encourage balance, autonomy, and long-term sustainability. Our human philosophy can be summed up in Toltec’s words of wisdom. WP Umbrella in Numbers 🧑‍🔧 7-person team 🚀 Plugin installed on 60,000+ websites 🥰 5,000+ paying customers ⌛ Founded in July 2021 💵 Bootstrapped and healthy company 🏝 Fully remote ⏰ Flexible (within your shift) ⛺️ 35 days of paid time off 📈 Individual performance bonus & annual collective increases ✈️ Team retreat at least once a year 📚 Learning & training opportunities Fixed salary: $22,200/year, with full package estimated at $26,200+

Responsibilities

Handle customer requests via chat and tickets, diagnosing and resolving WordPress and hosting issues. Own customer issues from first response to resolution or escalation.