Support Engineer
Job details
As a Support Engineer at Rymera Web Co, you will play a vital role in ensuring the success of our customers. You will be the first point of contact for experienced store owners using the WooCommerce platform, providing technical support and troubleshooting assistance. This role requires a strong understanding of basic PHP (in the context of WordPress) and the ability to write small code snippets to fix issues related to the WooCommerce extensions that our company sells. This is a full-time, long-term position. We are looking for someone who is committed to providing exceptional customer service and is able to work independently. If you have a passion for solving problems and helping customers, this is the perfect opportunity for you! Location: Worldwide/remote (Australian company) Employment Type: Full-time Department: WooCommerce Extensions To Love This Role:
- You’re a team player
- You’re dedicated to solving problems
- You feel accountable for customers succeeding
- You are open-minded, take feedback well, and are willing to learn from others
- You’re a great communicator
- You don’t mind pressure and excel when given a deadline to meet
- You’re organized and manage your time well
- Working the support inbox, making sure our customers receive timely responses
- Testing bug reports locally, and when confirmed passing them to the development team with detailed instructions
- Updating and creating tutorials and documentation
- Creating PHP code snippets or tweaking CSS rules to solve one-off problems for customers
- Communicating with the team and supporting your peers using chat, audio, and video
- High level of WordPress experience (over 3 years preferred)
- Experience with WooCommerce
- Excellent written and spoken English
- Experience managing customer expectations and ensuring customers are happy
- Basic PHP coding experience in the WordPress world (you should know what a functions.php file is and what you use it for)
- Experience putting a WordPress site and/or WooCommerce store together (loading themes, plugins, tweaking settings)
- Patience, grace, and a sense of humor. Being able to handle customers and reassuring them that you can handle their issue.
- Ability to take technical lingo and make it understandable to customers
- Writing knowledge base articles to help customers understand our products and to reduce repetitive support questions
- Writing canned replies to speed up the support process and assist your fellow support crew
- Competitive salary (we want you full time and long term)
- Paid health care for full-time employees (regionalised to your part of the world).
- Work from home. We’re spread out all over the world – mostly in Australia, Philippines & Indonesia.
- Annual paid time off for full-time employees. We encourage employees to take the time they need for vacation, to stay healthy, and to spend time with friends and family.
- Paid maternity and paternity leave for full-time employees.
- A culture of continued learning and professional development.
- The opportunity to solve meaningful problems for people who rely on our software to run their businesses (and by extension support themselves and their families).
- Company provided laptop on your 5 year anniversary.
- We cover costs of company travel (including our annual all-company retreat)
- A fast paced and interesting work environment and the ability to work with some of the best people in the business.
- And in case you were wondering: no politics, no b.s., and no jerks.
- Modern laptop/desktop computer system.Preferably using Windows 10/11, MacOS, or Linux.
- Reliable fixed broadband internet connection (Ideally a fibre connection for stability + access to a backup).
- Availability to participate in audio/video meetings with your team mates. Most of us work within a couple hours of Australian Eastern Standard Time (AEST).
- A webcam, headset, and a quiet place to work.
How To Apply?
If this sounds like a great fit for you, then please submit your application via email tocareers@rymera.com.au .
Please clearly include the following information in your cover letter/application:- Demonstrate/explain your WordPress/WooCommerce experience
- Tell us a bit about yourself. Why should you be considered for this role? Details about your experience, qualifications, personality, etc are very helpful.
- Profile links if available (Personal website, Github, Twitter, Facebook, LinkedIn, etc).
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