WordPress Support Engineer

🕒 June 18

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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Rocket.net

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

☁️ SaaS

🛍️ eCommerce

🏢 Enterprise

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.

📋 Description

• 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

• 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.