Job Description
<p><p><b>Description :</b></p><p><br/>At rtCamp, we take pride in building enterprise-grade WordPress solutions that power some of the worlds largest brands.<br/><br/>As a Technical Support Engineer (TSE), you will be the first line of defense for our clientsresolving issues, guiding them through challenges, and ensuring their digital experiences are smooth and reliable.<br/><br/>This role is not just about fixing problemsits about empowering clients, improving processes, and being an integral part of our delivery team.<br/><br/>You will collaborate closely with developers, project managers, and client teams to provide reliable, thoughtful, and timely support.<br/><br/>If you are someone who thrives at the intersection of technology and people, loves diving into WordPress and open-source tools, and enjoys solving puzzles that make a real impact, wed love to meet you.<br/><br/><b>Key Responsibilities :</b></p><p><br/>- Troubleshoot and resolve challenging problems across WordPress core, themes, plugins, performance, and server environments.<br/><br/></p><p>- Assist clients across multiple channels (email, chat, video, or calls) with technical troubleshooting, educational walkthroughs, and consultative discussions.<br/><br/></p><p>- Help clients achieve long-term success with their WordPress platforms.<br/><br/></p><p>- Handle fast-moving and complex situations with clear communication and ownership.<br/><br/></p><p>- Proactively suggest improvements for client success, internal processes, and rtCamps overall offerings.<br/><br/></p><p>- Maintain high standards of accuracy, thoroughness, and documentation for both clients and internal teams.<br/><br/></p><p>- Continuously learn, adapt, and contribute to knowledge bases and team practices.<br/><br/></p><p>- Participate in an on-call rotation (if required) to ensure 24/7 support coverage.<br/><br/><b>Must Haves :</b></p><p><br/>- Strong background in technical support, engineering, or customer success with proven problem-solving ability.<br/><br/></p><p>- Deep hands-on experience creating and supporting WordPress websites, including core, themes, plugins, and multisite, with strong skills in customizing themes and plugins using PHP.<br/><br/></p><p>- Fluency in written and spoken English with the ability to explain technical issues clearly to diverse audiences.<br/><br/></p><p>- Ability to diagnose root causes quickly and deliver sustainable solutions under pressure.<br/><br/></p><p>- A customer-first mindset with empathy, professionalism, and accountability in every interaction.<br/><br/></p><p>- Self-motivated, adaptable, and reliable in a globally distributed, async-first environment.<br/><br/></p><p>- Collaborative approach with a willingness to raise issues, drive resolutions, and contribute to team knowledge.<br/><br/><b>Good to Have :</b></p><p><br/>- Prior experience in customer-facing roles such as support, training, or consulting.<br/><br/></p><p>- Familiarity with modern web fundamentals, including HTML, CSS, JavaScript, REST APIs, HTTP, DNS, and version control (Git/SVN).<br/><br/></p><p>- Strong troubleshooting ability with a knack for breaking down complex problems into simple, workable solutions.<br/><br/></p><p>- Awareness of scalability and performance considerations in web applications.<br/><br/></p><p>- Exposure to monitoring and diagnostic tools like Kibana, Grafana, or New Relic.<br/><br/><b>Career Progression :</b></p><p><br/>You will start as a TSE and stay in it for two years.<br/><br/>After two years, you will be promoted to Senior TSE, where you will mentor junior TSE along with helping customers yourself.<br/><br/>Around a total of five years, you will have the option to become Lead TSE or Technical Support Manager (TSM), depending on how much you prefer to work solo vs.
managing people.<br/><br/>Lead TSE works on enterprise-level customer support (more complex problems), while TSM manages a team of TSE and Senior TSE, including hiring, promotion, feedback, and managing CSAT score goals.<br/><br/>At rtCamp, we believe in fostering a work environment that reflects our core values of Good Work.
Good People.<br/><br/> We are committed to providing equal employment opportunities to all individuals based on their skills, qualifications, and professionalism, without regard to age, race, gender</p><br/></p> (ref:hirist.tech)