Technical Support Specialist for WooCommerce Plugin

We are the team behind a top-rated WooCommerce shipping plugin used by over 20,000 stores worldwide. While our Tier 1 team handles general inquiries and setup questions, we are looking for a Tier 2 Technical Support Specialist to tackle the complex issues that require a deeper technical understanding. You will be the bridge between our customers and our development team.

Your daily workflow will involve investigating "bug" reports to determine if they are actual code issues or site-specific conflicts. You will need to be comfortable logging into client staging sites, reading server error logs, and using the browser console to identify JavaScript conflicts. You won't be writing core software, but you should be able to write small CSS snippets or PHP hooks to provide temporary fixes for clients.

We pride ourselves on empathy and speed. Our customers are business owners who lose money when their checkout doesn't work. We need someone who can remain calm under pressure, explain technical concepts to non-technical users clearly, and document bugs thoroughly in GitHub before escalating them to engineers.

Key Responsibilities

Respond to escalated support tickets via Help Scout within a 4-hour window.

Troubleshoot complex WordPress issues involving theme conflicts and plugin incompatibilities.

Log into client staging environments to reproduce reported bugs.

Write custom CSS or simple PHP snippets to solve specific client use-cases.

Document verified bugs in GitHub Issues with clear reproduction steps for the dev team.

Maintain and update the public Knowledge Base with articles on common troubleshooting steps.

Required Skills

Customer Support

Technical Troubleshooting

WordPress

WooCommerce

Basic PHP/CSS

Written Communication

Tools

Help Scout (Ticket System)

Slack

GitHub (for issue tracking)

Local by Flywheel (for local testing)

Loom (for video replies)

Deliverables

Ticket Resolution: Successfully closing 15-20 Tier 2 tickets per day with a high satisfaction rating.

Bug Reports: detailed reports submitted to GitHub for any valid software defects found.

Knowledge Base: Two new or updated help articles per week based on trending issues.

Weekly Report: A summary of common friction points customers are facing.