WordPress Support Engineer

Job not on LinkedIn

3 days ago

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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Rocket.net

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SaaS • eCommerce • Enterprise

Rocket. net is a managed WordPress hosting platform that delivers fast, secure, and fully-optimized hosting powered by Cloudflare Enterprise. The service offers all-in-one features including enterprise CDN, website firewall (WAF), malware protection, automatic updates, free migrations, and performance tools tailored for WordPress, WooCommerce, agencies, resellers, and enterprise customers, backed by 24/7 expert support. Rocket. net emphasizes ease of use, high speed, and strong security to help businesses, publishers, and online stores improve conversions and reliability.

11 - 50 employees

Founded 2020

☁️ SaaS

🛍️ eCommerce

🏢 Enterprise

📋 Description

• Be the first point of contact for our customers whenever they have any issues on their websites. • 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

• 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

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