Abnormal Ai
United States
New
Software Engineer 2 - Development Infrastructure
- AI
- Ai Tools
- Cloud
- Cloud Native
AI Summary
Provide front-line WordPress support and deliver exceptional customer experiences for Rocket.net clients. Troubleshoot WordPress issues, assist with migrations, DNS configuration, and create knowledge base documentation. Requires 2+ years of WordPress experience, Linux/SSH and WP-CLI proficiency, and strong communication skills.
Key Highlights
Remote work from anywhere in the world
Minimum 2 years of WordPress experience
Linux command line (SSH) and WP-CLI proficiency
Cloudflare and advanced DNS management
Flexible vacation and paid professional development
Key Responsibilities
Serve as the first point of contact for customers reporting website issues
Deliver exceptional customer service by taking ownership and ensuring timely resolution of problems
Provide support via Live Chat, ticketing systems, and Slack communications
Adhere to Standard Operating Procedures (SOPs) and escalate unresolved issues appropriately
Assist customers by thoroughly troubleshooting and resolving WordPress-related problems
Create knowledge base articles and technical documentation to support the community
Identify recurring issues and translate them into feature requests for the development team
Support customers with migrating WordPress sites to Rocket.net infrastructure
Provide expert guidance on DNS configuration and pointing to Rocket.net
Consistently deliver a “WOW” customer experience that exceeds expectations
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Technical Skills Required
Benefits & Perks
Remote work opportunity allowing you to work from anywhere in the world
Flexible vacation policy with no denied requests
Paid education and professional development to support your career growth
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Nice to Have
Experience optimizing WordPress performance is a significant advantage
PHP programming skills for custom plugin development are a plus
Familiarity with Redis, CDN, WAF, and page caching technologies is highly desirable
Job Description
About The Company
Rocket.net is a customer-centric technology company dedicated to delivering industry-leading WordPress hosting and support services. Our core mission is to provide world-class customer experiences that truly WOW our clients. We pride ourselves on fostering a culture where customer support is not an afterthought but an integral part of our DNA. By combining cutting-edge technology with a passionate team, we empower businesses to achieve seamless online performance and reliability.
About The Role
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