Key Responsibilities

1. Troubleshoot and resolve challenging problems across WordPress core, themes, plugins, performance, and server environments.
2. 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.
3. Handle fast-moving and complex situations with clear communication and ownership.
4. Proactively suggest improvements for client success, internal processes, and rtCamp’s overall offerings.
5. Maintain high standards of accuracy, thoroughness, and documentation for both clients and internal teams.
6. Continuously learn, adapt, and contribute to knowledge bases and team practices.
7. Participate in an on-call rotation (if required) to ensure 24/7 support coverage.

Must Haves

1. Strong background in technical support, engineering, or customer success with proven problem-solving ability.
2. 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.
3. Fluency in written and spoken English with the ability to explain technical issues clearly to diverse audiences.
4. Ability to diagnose root causes quickly and deliver sustainable solutions under pressure.
5. A customer-first mindset with empathy, professionalism, and accountability in every interaction.
6. Self-motivated, adaptable, and reliable in a globally distributed, async-first environment.
   1. Collaborative approach with a willingness to raise issues, drive resolutions, and contribute to team knowledge.