WordPress - Technical Support Agent

About VIPoint Solutions Pvt Ltd VIPoint Solutions Pvt Ltd is a technology-driven company delivering high-quality engineering and technical support services to global clients. We work closely with WordPress product companies and SaaS platforms, helping improve performance, reliability, and user experience at scale. Role Overview This is not a website builder role.

As a Senior WordPress Technical Support Engineer, you will troubleshoot complex WordPress issues, assist customers in resolving technical challenges, and collaborate with engineering teams to improve product stability and overall user experience. Your work will directly contribute to improving plugins, reducing churn, and strengthening product quality. Key Responsibilities ·

Provide advanced WordPress support via email, chat, and ticketing systems ·

Troubleshoot plugin conflicts, WooCommerce issues, API errors, and performance bottlenecks ·

Debug using browser developer tools, error logs, and WP-CLI ·

Investigate hosting-related issues (DNS, SSL, caching, migrations, staging) ·

Reproduce bugs and provide detailed reports to engineering teams ·

Create and improve knowledge base documentation ·

Identify recurring issues and recommend long-term fixes ·

Meet SLAs and maintain high-quality customer interactions Technical RequirementsMust-Have ·

4+ years of hands-on WordPress experience ·

Strong understanding of WordPress architecture ·

Experience troubleshooting theme and plugin conflicts ·

WooCommerce troubleshooting experience ·

Working knowledge of PHP (debugging level), HTML, CSS, JavaScript, and MySQL basics ·

Hosting knowledge (DNS, SSL, cPanel, staging, migrations) ·

Experience using ticketing systems (Zendesk, HelpScout, Freshdesk, etc.) ·

Excellent written and spoken English Strongly Preferred ·

Experience working with WordPress plugin/theme product companies ·

Exposure to ecosystems like WP Rocket, WPML, Elementor, Divi, Yoast, etc. ·

WP-CLI experience ·

API integration troubleshooting ·

Writing technical documentation ·

Supporting international customers in SLA-driven environments Work Schedule & Availability ·

Fully remote-friendly role ·

At least 4 hours overlap with US regular working hours (9:00 AM – 6:00 PM ET), Monday–Friday ·

Weekends optional ·

Full US working hours required during the first few weeks of onboarding Why Join VIPoint? This is a remote-friendly role with real impact — your work directly improves our plugins and user experience. You will work with global WordPress product ecosystems, collaborate with experienced engineers, and grow into senior escalation or product specialist roles. Who You Are ·

Enjoy digging deep into technical problems ·

Communicate complex issues clearly and confidently ·

Take ownership of tickets and see them through resolution ·

Proactive and constantly looking for improvements ·

Value efficiency, quality, and continuous learning Ready to Join? Send your CV to hr@vipointsolutions.net and include a short note explaining why you would be awesome in this role.