Sr. WordPress Support Technician

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9)

StellarWP is a leading force in the  WordPress ecosystem, driving innovation through powerful  software solutions. Our portfolio includes some of the most trusted WordPress brands, including LearnDash, a premier learning management system (LMS) that helps organizations, schools, and educators build dynamic e-learning platforms, and The Events Calendar, which offers flexible event and ticketing solutions that look fantastic on your site. We are currently hiring for both brands!
The ideal candidate will have a deep understanding of WordPress and experience in troubleshooting complex technical issues with plugins and themes.
This is a permanent, remote, full-time position with a pay range of $18 to $22 per hour for our Technical Support Agents and $22 to $25 per hour for our Sr. Technical Support Agents.
As a WordPress Technician you would:
Provide our customers exceptional support over a variety of mediums to ensure long-term success with our products
Investigate and solve complex technical problems related to our products
Work to continuously improve our product offerings by documenting bugs and product feedback
Create informative, well-written documentation both internally and for our end users
Keep apprised of pertinent technological developments and internal communications in order to stay on top of potential customer needs or issues
 
In addition to the above, Sr. Technical Support Agents will also:
Provide job shadowing and mentoring to teammates
Lead subject matter sessions
Serve as an escalation point for teammates
Work with developers to determine the cause of our more difficult and technical issues
Qualifications:
2+ years experience working with WordPress and a strong understanding of all aspects of the platform
2+ years relevant experience in an IT support related role
Familiarity with general web concepts and best practices such as SEO, caching, HTTPS, APIs, and using the browser console and other debugging tools to troubleshoot issues
Strong familiarity with HTML and CSS, basic familiarity with JavaScript and PHP, and a willingness and ability to learn quickly for technical troubleshooting purposes
Exceptional communication skills, both written and verbal, and ability to interact appropriately with all levels of the organization
Ability and willingness to be an ambassador in both directions between users and the development team
In addition to the above, Sr. Technical Support Agents will also have:
Proven ability to read, understand, and find the source of issues in PHP, HTML, and CSS
Strong understanding of WP-CLI
Advanced troubleshooting skills, including with integrations with third-party platforms
We offer:
Exceptional employer paid benefits options – medical, dental, vision, prescription
Optional employer contributing 401K
A collaborative team culture
Challenging non-redundant daily duties
A voice in how things get done
Access to ongoing training