Technical Support Engineer

Description :

At rtCamp, we take pride in building enterprise-grade WordPress solutions that power some of the worlds largest brands.

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.

This role is not just about fixing problemsits about empowering clients, improving processes, and being an integral part of our delivery team.

You will collaborate closely with developers, project managers, and client teams to provide reliable, thoughtful, and timely support.

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.

Key Responsibilities :

- Troubleshoot and resolve challenging problems across WordPress core, themes, plugins, performance, and server environments.

- Assist clients across multiple channels (email, chat, video, or calls) with technical troubleshooting, educational walkthroughs, and consultative discussions.

- Help clients achieve long-term success with their WordPress platforms.

- Handle fast-moving and complex situations with clear communication and ownership.

- Proactively suggest improvements for client success, internal processes, and rtCamps overall offerings.

- Maintain high standards of accuracy, thoroughness, and documentation for both clients and internal teams.

- Continuously learn, adapt, and contribute to knowledge bases and team practices.

- Participate in an on-call rotation (if required) to ensure 24/7 support coverage.

Must Haves :

- Strong background in technical support, engineering, or customer success with proven problem-solving ability.

- 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.

- Fluency in written and spoken English with the ability to explain technical issues clearly to diverse audiences.

- Ability to diagnose root causes quickly and deliver sustainable solutions under pressure.

- A customer-first mindset with empathy, professionalism, and accountability in every interaction.

- Self-motivated, adaptable, and reliable in a globally distributed, async-first environment.

- Collaborative approach with a willingness to raise issues, drive resolutions, and contribute to team knowledge.

Good to Have :

- Prior experience in customer-facing roles such as support, training, or consulting.

- Familiarity with modern web fundamentals, including HTML, CSS, JavaScript, REST APIs, HTTP, DNS, and version control (Git/SVN).

- Strong troubleshooting ability with a knack for breaking down complex problems into simple, workable solutions.

- Awareness of scalability and performance considerations in web applications.

- Exposure to monitoring and diagnostic tools like Kibana, Grafana, or New Relic.

Career Progression :

You will start as a TSE and stay in it for two years.

After two years, you will be promoted to Senior TSE, where you will mentor junior TSE along with helping customers yourself.

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.

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.

At rtCamp, we believe in fostering a work environment that reflects our core values of Good Work. Good People.

We are committed to providing equal employment opportunities to all individuals based on their skills, qualifications, and professionalism, without regard to age, race, gender