Web Support Engineer

Job Summary:

You should be technically proficient with how websites (and the internet) generally work and are built. Think DNS, SSL/HTTPS, email, redirects and other technical things like that. Since we use WordPress for most of our systems, you need to have extensive experience working with different WordPress plugins and themes and ideally have supported a team of folks who used a WordPress site that you built. You need to be able to read/write basic WordPress code to understand how it might work or apply quick fixes, but know you can always ask our technical leads if you get stuck. You are good at escalating, asking clarifying questions, and asking for help.

Responsibilities:

• Engage with customers to understand their unique needs and challenges, offering tailored solutions.
• Document customer interactions, issues, and resolutions in a detailed and organized manner.
• Focus on operational excellence, constructively identifying and troubleshooting complex technical problems and proposing solutions or workarounds
• Work closely with team members to ensure a cohesive approach to escalated cases.
• Be a first point of escalation for customer communication in regards to complex technical situations and/or urgent communications
• Assist with the Web Solutions production pipeline by providing pre and post-launch technical support for launching Sites, Shops, and BevFinders
• Stay up-to-date of product updates, new features, and industry best practices to enhance customer assistance.
• Assist in maintaining and testing the Web Solutions products by updating themes, plugins, and libraries, and collaborating with Engineering to QA and bring updates live to our production systems
• Actively contribute to the development of documentation for new features, customer education, and SOPs
• Maintain a high level of professionalism, customer focus, and empathy in all customer interactions

Skills and Competencies:

• Extensive knowledge of WooCommerce products and services, coupled with a quick adaptability to new technologies.
• Fluency operating with code repository services such as Github or equivalent software.
• Solid understanding in the areas of caching and content delivery networks.
• Self-driven, operates independently, and responds under pressure to unexpected situations with a confident and level demeanor.
• Demonstrated passion and aptitude for resolving intricate and challenging issues.
• Comprehensive understanding of system testing processes.
• Exceptional problem-solving abilities with a talent for diagnosing and resolving complex technical issues.
• Strong oral and written communication skills, with an ability to articulate technical concepts to a non-technical audience.
• Ability to work effectively with cross-functional teams and establish positive working relationships.
• Excellent time management and multitasking capabilities, with meticulous attention to detail.
• A strong customer-centric approach, committed to delivering superior customer service.
• Ability to help support a team on a daily basis

Experience and Education requirements:

• 2+ years experience programming and problem solving with WordPress-related web fundamentals such as HTML, CSS, JS, and PHP
• 2+ years of experience developing WordPress-based websites