WordPress Plugin Technical Support Engineer

SevenSpark is seeking a top-notch technical support engineer with deep WordPress knowledge to provide customer support for the suite of SevenSpark WordPress plugins (mainly, UberMenu, ShiftNav, and Bellows Accordion Menu).

The ideal candidate will have both front- and back-end development skills, as well as customer service and troubleshooting skills. The candidate is looking for a long-term role which will hopefully expand from support-specific to additional roles (potentially development, marketing, etc) in the future.

This position will begin as a contract position requiring about 25-30 hours per week, with the intention of transitioning to a full time position if things go well.

SevenSpark has an excellent reputation for customer support, and the successful candidate will help to continue and expand upon that reputation.

Looking for someone who can start as soon as possible.

Position Details

  • Location: Remote position, but must be available east coast US time (flexible for the right candidate)
  • Time commitment: Start off as contract work ~ 25-30 hours/week
  • If things work out, we’ll look to move to full time (40 hrs/week)
  • Opportunity for advancement and to play a significant role in the company in the future for the right person
  • Start date: as soon as possible

Role & Responsibilities

  • Support hours are 9am – 5pm ET (Boston/New York) – generally this means checking in 3 times a day (9, 1, 5), and clearing the queue. These may be somewhat flexible for the right candidate.
  • Support is provided via an email-based ticketing system (HelpScout)
  • Support includes answering any and all customer support inquiries as well as pre-purchase questions. Minor CSS customizations. Providing best practice advice. Doing manual integrations when necessary ( basic PHP editing ).
  • Future role may be expanded to include documentation, product development, testing, or marketing, depending on candidate’s desires, experience, and aptitude.

Requirements

The main focus of this position is customer support and troubleshooting customer issues with WordPress plugins. In general, you should have a strong understanding of both the backend and front end of WordPress development, and the confidence to troubleshoot any issue that arises.

Of course, there will be guidance and instruction available (you don’t need to know everything at the beginning), and the developer/founder will be available to answer/troubleshoot any questions beyond your expertise. But the goal is for the support engineer to be able to handle at least 95% of support inquiries, handing the more complex ones off to the developer.

Required skills:

  • WordPress (at least advanced, if not expert. You are confident using the Codex and searching the core when necessary to fill any knowledge gaps.)
  • CSS (advanced – no CSS task should daunt you)
  • PHP (at least intermediate-level)
  • Javascript & jQuery (basic level of comfort and troubleshooting skills, though you’d rarely need to write any)
  • WordPress Theme Customization (knowledge of template structure, general theming, child themes)
  • Comfortable in Chrome Developer Tools (mainly for troubleshooting CSS, JS, and network issues)
  • Ability to run local test installs
  • Self-starter, motivated & fast learner
  • Excellent customer service skills
  • Polite, patient, helpful, even with impolite customers
  • Eager to help customers
  • Fluent written English, excellent communication skills
  • Troubleshooting (you understand how to develop a strategy to troubleshoot/debug a problem)
  • Debugging
  • Responsible & Reliable

Bonus Points

  • Technical knowledge of the WordPress menu system (at least a basic understanding, but any experience here is helpful)
  • Prior customer service experience
  • You’ve coded a plugin or theme
  • ReactJS knowledge
  • Fluency in additional languages

Benefits

  • Remote position – work from anywhere
  • Competitive compensation
  • Some flexibility in hours – while there are certain windows you’ll need to hit, there is a good amount of flexibility in how you can structure your day
  • Potential to expand into a plugin development role
  • Work for an established company with over 100,000 paying customers and 250,000+ users
  • Small company means you have room to grow and make your mark

Who is SevenSpark?

Currently SevenSpark is a one man shop, with multiple successful WordPress plugins. I’m looking to expand the team, which means you have the potential to be an integral part of the future of an already successful company. In the short term, I’m looking for someone who can take over day-to-day operations so I can focus on new projects. In the long-term, I hope to find a productive team member who will play a significant role in the future of the company.

Transition

I don’t intend to throw you in the deep end, but I do expect you to hit the ground running and learn quickly. We’ll work together at the beginning to make sure that you understand what needs to be done and how to approach different tickets. I hope to have you handling the majority of support tickets in the next month or two.

How To Apply

Before applying, please be sure to read this job description carefully. Applicants who have clearly not read the job description or do not meet the requirements will not be considered.

Please email jobs AT sevenspark.com with the subject: WordPress Technical Support Position

Please provide the following details in your email by copy/pasting these prompts and filling them out:

Your Name:
Your Location & Time Zone:
Links to your resume or LinkedIn page:
Link to your website:
Link to relevant previous work:

Have you coded a plugin or theme? If so, please provide relevant links

Please briefly describe your previous experience and level of expertise with the following:

  • PHP
  • CSS
  • Javascript, jQuery
  • WordPress use
  • WordPress development
  • Local development environments
  • WordPress menu system
  • Chrome Developer Tools
  • Troubleshooting

Have you provided technical product support before? If so, please describe and send any relevant links. If you would like, please provide email addresses of previous employers as references.

What is your availability/when would you be able to start?

What is your hourly rate?

Please briefly describe why you’d like to work with SevenSpark and how that can help you achieve your goals.

Finally, please briefly describe why you think you are a good fit for the position, and include anything else you’d like me to know.

Thanks for applying!