Description

At Startise, we are looking for a passionate and skilled Technical Support Engineer (Roster Shift) to join WPDeveloper. If you have a deep understanding of WordPress, experience with plugin troubleshooting, and a talent for helping customers resolve technical issues, we encourage you to apply! 

Important Note: This role requires working weekends (Friday & Saturday) and covering late-hour shifts. If this schedule does not align with your availability, we encourage you to explore our other open positions.

JOB REQUIREMENTS:

Technical Expertise:

• Extensive experience with WordPress, including custom themes, plugins, and troubleshooting.
• Proficiency in PHP, HTML, CSS, JavaScript, and frameworks such as jQuery.
• In-depth understanding of WordPress core, database structure, and wp-config.php customization.
• Experience with WordPress performance optimization, including caching, database tuning, and modification.
• Thoroughly investigating WordPress plugins and theme related questions and providing high-touch support.
• Providing expert-level troubleshooting for WordPress related issues.
• Conducting in-depth analysis and resolution of WordPress performance challenges.
• Familiarity with Git version control (with GitHub Desktop) and deployment workflows for WordPress plugins.

Customer-Centric Problem Solving and Proactive Support

• Exceptional verbal and written communication skills in English.
• Ability to guide non-technical users through plugin setups, configurations, and troubleshooting steps.
• A proactive approach to identifying potential plugin issues and working on solutions before they escalate.
• Strong analytical skills to investigate and resolve complex plugin-related issues.
• Commitment to delivering an exceptional customer experience by providing timely, empathetic, and clear support.
• Ability to handle multiple support queries efficiently while maintaining high attention to detail.

Experience and Qualifications

• 2+ years of experience with WordPress, specifically in plugin development, support, or troubleshooting.
• Proven expertise in debugging and customizing WordPress plugins.
• Familiarity with tools like Git for version control and issue tracking.
• Hands-on experience with live chat and ticketing systems to provide user support.
• Familiarity with WooCommerce and other major WordPress plugins is a plus.
• Experience with email configurations, DNS records, and web hosting environments.

• Serve as the primary point of contact for customers, addressing plugin-related inquiries and issues.
• Troubleshoot and resolve plugin conflicts, compatibility issues, and errors.
• Assist users in configuring and customizing plugins according to their requirements.
• Collaborate with the development team to resolve bugs and implement feature requests.
• Document common issues, solutions, and best practices in a knowledge base or user guide.
• Stay updated on the latest WordPress trends, plugin development practices, and user expectations.
• Advocate for customer feedback and contribute to plugin improvements.
• Provide exceptional support through live chat, ticketing systems, and emails.

Perks & Benefits That You Will Get:

• Competitive Salary & regular appraisal 
• Yearly Profit Share as you contribute to the growth
• Training and learning materials to improve skills
• Scholarship to attend WordCamps out of the country
• Yearly Team Retreat (Out of the city/country)
• Yearly Family Day (We invite all of your family members)
• Two festival bonuses per year
• Free breakfast, lunch, amazing coffee, tea and snacks
• Maternity and paternity leave for all employees
• Conference leave as we encourage you to attend events
• Marriage Leave as we want you to celebrate all special occasions
• If you get married (for the first time :D) after being permanent, we will sponsor your honeymoon
• Monthly lunch or dinner buffet with the entire team
• Sports Facilities (We are Cricket Fan, with a good team)
• Friendly Environment, and No bossing around
• Accommodation Facility, we have a 4500 sqft 2-storied dorm for our team members