About the Role: As a Customer Experience Engineer, you will be the technical authority and trusted guide for our diverse user base—from creators using our free plugin on WordPress.org to professional developers leveraging our Pro REST API.

You will own the customer journey post-installation, ensuring users get the most value from our products. You will be the bridge between our customers and our product, providing expert technical support while gathering insights that directly influence the future of our software.

Primary Responsibilities:

• Deliver an exceptional technical support experience across all channels, including email tickets and the public WordPress.org forums.
• Serve as the primary contact for our ongoing beta programs, expertly managing user feedback and communication.
• Investigate and replicate complex customer issues, documenting bugs with precise, actionable steps for the development team.
• Confidently answer technical questions related to plugin configuration, advanced shortcode usage, WooCommerce integration, and REST API basics.
• Create and maintain our knowledge base with clear documentation, tutorials, and FAQs that empower users to find solutions independently.
• Analyze trends in customer feedback to help guide product improvements and feature prioritization.

Key Qualifications:

• Expert-level knowledge of WordPress. You have deep, practical experience with the WordPress ecosystem, including plugins, themes, hooks, site health, and troubleshooting in various hosting environments.
• Strong Experience with WooCommerce. You understand how WooCommerce products, orders, and downloadable permissions work.
• An Innate Troubleshooter. You have a curious and logical mind, and you genuinely enjoy the process of identifying the root cause of a problem and finding a solution.
• Exceptional Written Communication. You can explain complex technical concepts to anyone, from a non-technical blogger to an experienced developer, with patience and clarity.
• Understanding of Web Technologies. You don't need to be a programmer, but you're comfortable with concepts like REST APIs, JSON, and how to use browser developer tools to inspect requests.
• Highly motivated and autonomous. As a key member of our remote team, you are a self-starter who can manage your time and priorities effectively.
• (Bonus Points) Direct experience with Cloudflare R2, object storage, or software licensing systems.

Compensation

• Salary: $65,000 - $85,000 USD per year.
• The final salary will be determined based on your level of experience and expertise. We believe in compensating our team members well for their impact.