Sobre

• We’re hiring a Support Engineer to strengthen our customer support coverage as WP Umbrella scales. This is a hands-on, technical, customer-facing role focused on solving real problems, not just closing tickets.
• You will be entrusted with the most important mission we have: making our users happy.
• You’ll work independently after onboarding, handle live conversations, troubleshoot WordPress and hosting issues, and own customer issues from first response to resolution or escalation.
• We’re a small and growing startup, which means your impact will be real and visible. You’ll report directly to our Head of Support and work closely with Product and Engineering.
• Working Hours
• Typical working hours are 09:00–17:00 ET, Monday to Friday, working closely with our EU-based team through documented hand-offs and async communication. As a distributed team, we occasionally align across time zones. This includes one scheduled weekly team meeting held at 09:00 or 8:00 MET.
• Your Mission
• Handle customer requests via chat and tickets with clarity, empathy, and professionalism
• Acknowledge issues quickly, set expectations, and keep customers informed until resolution
• Diagnose and resolve WordPress, hosting, DNS, email, and plugin-related issues
• Identify root causes and escalate complex cases to Engineering with clear context
• Prioritize trust, transparency, and follow-up over speed alone
• Identify bugs and edge cases, and participate in QA during releases
• Assist new customers with migrations, setup, and onboarding from competitors
• Maintain and improve the knowledge base and internal documentation
• What Success Looks Like
• First response within 5 minutes
• Ongoing responses within 15 minutes
• CSAT above 95%
• Strong quality reviews on randomly selected tickets
• Your Hard & Soft SkillsMust-Have
• 3+ years experience in customer or technical support

Strong knowledge of

• WordPress (debugging, plugins, error logs)
• Hosting environments
• DNS fundamentals
• FTP / SFTP, SSH, WP-CLI
• Email delivery & bounce issues
• Comfortable handling multiple live conversations
• Excellent written and spoken English
• Autonomous, reliable, and organized in a remote environment
• Nice to Have
• Experience working with WordPress agencies
• Interest in using AI tools to improve support workflows
• French or German is a plus
• What Is WP Umbrella?
• WP Umbrella is the infrastructure for your WordPress care business.
• We help freelancers and agencies manage and protect all their WordPress sites from one simple, reliable dashboard—without juggling tools or worrying about silent failures.
• WP Umbrella is built for professionals who sell maintenance plans and need stability, clear client reporting, and long-term trust in their tools.
• Our Values & Working Principles
• Kindness, goodwill, collaboration, and ownership are at the core of how we work.
• We care about the quality of your work, not about how many hours you sit at your desk. We encourage balance, autonomy, and long-term sustainability.
• Our human philosophy can be summed up in Toltec’s words of wisdom.
• WP Umbrella in Numbers
• 🧑‍🔧 7-person team
• 🚀 Plugin installed on 60,000+ websites
• 🥰 5,000+ paying customers
• ⌛ Founded in July 2021
• 💵 Bootstrapped and healthy company
• 🏝 Fully remote
• ⏰ Flexible (within your shift)
• ⛺️ 35 days of paid time off
• 📈 Individual performance bonus & annual collective increases
• ✈️ Team retreat at least once a year
• 📚 Learning & training opportunities
• Fixed salary: $22,200/year, with full package estimated at $26,200+