Senior WordPress Technical Support Engineer (Tier-3 Support)
LevelUp
Full-time
Remote
Philippines
Technical Support
Company Overview
LevelUp is a specialized BPO company that partners with technology companies across the US, UK, Europe, and Canada to provide tailored outsourcing solutions. For over seven years, we’ve built a reputation for delivering high-quality operational and back-office support, helping our clients scale efficiently. Our team consists of highly skilled and passionate professionals who are dedicated to providing exceptional service, technical expertise, and seamless support to our clients.
Position Overview
We are seeking a Senior WordPress Technical Support Engineer (Tier-3 Support) with strong WordPress development skills to join a growing WordPress plugin company. This role is a hybrid of advanced technical support and development - ideal for someone who can both solve complex customer issues and contribute directly to the product through bug fixes, improvements, and documentation. You will work closely with the founder, support team, and QA to ensure customers receive high-quality technical support while also helping to maintain and improve the plugins.
Key Responsibilities
- Serve as Tier 3 technical support, handling advanced customer inquiries related to integrations, bug reproduction, and complex troubleshooting.
- Diagnose, reproduce, and resolve issues by writing and testing code fixes (PHP, JavaScript, CSS).
- File clear, detailed GitHub issues and manage issue tracking effectively.
- Deploy fixes and smaller development tasks to production.
- Collaborate with support staff, QA, and development team members to resolve open tickets and maintain a healthy backlog.
- Participate in weekly and bi-weekly team/customer review meetings to stay aligned with product priorities.
- (Optional) Support technical documentation by reviewing/verifying AI-generated docs for accuracy.
Qualifications
- 5+ years of experience in WordPress plugin development.
- Strong proficiency in PHP, JavaScript, and CSS.
- Experience with Gravity Forms customization (highly desired).
- Solid background in technical support or Tier 3 engineering — able to handle complex troubleshooting and customer-facing problem-solving.
- Familiarity with HelpScout (support tools) and GitHub (issue tracking and version control).
- Strong written and verbal communication skills — able to file issues clearly and interact with both technical and non-technical users.
- Comfortable working with distributed teams and across different time zones.
- Ability to balance support responsibilities and development tasks effectively.