Remote WordPress Support Specialist

About the role

WPMU DEV is part of Incsub and has been building award-winning WordPress plugins, hosting, support, and site management products since 2006. Its tools have helped millions of developers, freelancers, and agencies manage and scale their businesses.

This position is ideal for someone who enjoys solving technical problems, supporting people, and working from home. The team is globally distributed, with members across every continent, and location is not a deciding factor as long as you are enthusiastic and available. The support operation follows shift-based coverage so customers can be helped around the clock.

The schedule for this role requires weekend availability and the following working hours: 4:00 pm to 12:00 am UTC. The role is full-time at 40 hours per week.

What you'll do

• Assist members and customers with day-to-day support needs.
• Investigate and resolve problems related to websites, plugins, and hosting services as quickly as possible.
• Participate in the WordPress.org forums and provide helpful, friendly guidance.
• Log in to customer sites to troubleshoot issues and recommend practical fixes.
• Respond to questions clearly and professionally through email, chat, and forums.
• Suggest suitable solutions for customer feature requests.
• Prepare detailed bug reports for developers and the second-level support team when escalation is needed.
• Record troubleshooting steps and testing results clearly for both customers and internal teammates.
• Handle a broad range of WordPress questions with professionalism and care.
• Contribute as an engaged member of the wider Incsub team.

What we're looking for

• Minimum 2 years of hands-on WordPress experience.
• Working knowledge of PHP, CSS, MySQL, and HTML.
• Strong understanding of WordPress, including hooks and filters.
• Ability to isolate causes of WordPress issues and work toward resolution.
• Comfort using browser console errors and developer tools for debugging.
• Careful attention to detail and strong problem-solving ability.
• Excellent communication skills with a kind, supportive, and approachable manner.
• Team-oriented mindset suited to a growing distributed support environment.
• Fast typing ability, quick response handling, and consistent quality under deadlines.
• Fluency in English for effective communication.
• Availability for full-time work.
• Willingness to work weekends and within the stated shift window.

Benefits and perks

• Growth-focused culture.
• Competitive compensation and benefits, plus rejuvenation time off.
• Flexible working setup.
• Training, tools, and support to help you succeed in the role.
• Access to learning opportunities through modern tech stacks and a diverse team.
• 28 days of paid leave per year, with the possibility of reaching 35 days.
• Paid travel opportunities for WordCamps and other industry events.
• Long-service leave of 3 months paid after 10 years with the company.
• Annual bonus tied to company growth targets.
• Technology budget for work tools, increasing with tenure.
• Annual general-expenses budget to improve productivity, also increasing with tenure.

Hiring process

Applicants are expected to submit a CV and the completed WordPress Support Specialist task sheet. The selection process includes an assessment task, an interview with the management team, and a second task. Candidates who successfully complete the interview stage may be offered a paid trial period of 4 to 6 weeks before a more permanent appointment.

Application note

The completed task sheet must be included for the application to be reviewed.