Yoko Co: WordPress Support Engineer

Salary: Not specified

Location: McLean, VA or Remote

Are you a skilled WordPress Support Engineer looking for an opportunity to make a positive impact on the world? Do you thrive on solving technical problems and providing top-notch customer support? If so, Yoko Co has the perfect role for you.

Founded in McLean, VA, Yoko Co is a digital agency that exclusively serves clients who are making a difference in the world. They are seeking a WordPress Support Engineer who shares their passion for excellence and is driven to help create a better place for all.

As a WordPress Support Engineer at Yoko Co, you will be responsible for providing technical support, troubleshooting client requests, and ensuring websites continue to run smoothly long after launch. This role is ideal for someone who loves solving problems, has a strong attention to detail, and enjoys working with clients to help them feel confident in their website's stability.

Why work at Yoko Co?

• Do good, better: Yoko Co's clients are making a positive impact on the world, and you will have the opportunity to contribute to their mission.
• Flexible schedule and plenty of time off: Enjoy a 4-day work week with Mondays as flex days, and take advantage of a full week off for Thanksgiving and two weeks off at the end of the year, among other holidays.
• Collaborative and positive team environment: Work with talented and like-minded individuals who believe in doing great work. Yoko Co has been named a Best Place to Work by the Inc. 5000 and Washington Business Journal.
• Personal and professional growth: Yoko Co values team members who are driven to make a positive impact and offers a personal development budget to support their growth.

As a WordPress Support Engineer, you will:

• Provide hands-on technical support for client websites, troubleshooting requests and ensuring sites run smoothly long after launch.
• Collaborate with teammates to diagnose technical issues and implement fixes.
• Communicate clearly with clients throughout the support process, helping them understand issues and feel confident in the solutions provided.
• Respond to incoming support requests with clear, friendly, and thoughtful communication.
• Troubleshoot and resolve a wide range of WordPress issues, including plugin conflicts, functionality bugs, layout problems, integrations, and unexpected site behavior.
• Read, debug, and occasionally modify HTML, CSS, JavaScript, and PHP within WordPress to diagnose problems and implement fixes.
• Apply WordPress core, plugin, and theme updates while ensuring compatibility and site stability.
• Monitor website health, performance, and security, proactively identifying potential risks or issues.
• Investigate and resolve issues related to hosting environments, DNS configuration, email delivery, analytics tracking, and third-party integrations.
• Conduct QA testing to confirm that updates and fixes function properly across browsers and devices.
• Provide CMS guidance or quick tutorials to help clients manage their websites effectively.
• Document support work clearly in the ticketing system to maintain visibility and accurate billing.
• Collaborate with developers, project managers, and strategists when requests require deeper technical investigation.
• Help maintain an organized support workflow so requests move forward smoothly.
• Contribute to improving internal support processes, documentation, and knowledge sharing.

What we're looking for:

We are looking for capable and thoughtful problem-solvers who communicate well and enjoy helping people. Strong candidates typically have:

• 3-5+ years of experience working with WordPress in a technical capacity.
• Strong understanding of WordPress themes, plugins, and site configuration.
• Comfort reading and modifying HTML, CSS, JavaScript, and PHP within WordPress.
• Experience debugging issues such as plugin conflicts, integrations, or unexpected site behavior.
• Familiarity with WordPress hosting environments, migrations, and DNS basics.
• Experience working within a support workflow or ticketing system.
• Excellent written and verbal communication skills.
• Fluent English for written and spoken communication.

Bonus points for:

• Experience with Git workflows.
• Experience supporting websites in a multi-client or agency environment.

Examples of support work:

To give you a better idea of the types of things you might encounter, here are a few examples of issues recently handled by our support team:

• Helping a client understand why protected content isn't accessible to the correct users.
• Investigating the connection between WordPress and SendGrid to figure out why transactional emails aren't being delivered.
• Giving a client tips on how to better optimize and format banner images they upload to their website.
• Diagnosing why Google Analytics tracking code appears to be capturing only a fraction of site visitors.
• Migrating an outdated WordPress site from another hosting provider to our servers, updating plugins, and helping the client adjust DNS records.
• Troubleshooting an SSO login issue that keeps kicking users out of the dashboard.
• Triage a malware notification, clean malicious code, and harden the WordPress installation.
• Sending a short screencast showing a client how to create columns in their page builder.
• Fixing a layout bug caused by a plugin update that unexpectedly broke styling on a landing page.

However, maybe don't apply if:

• Client communication isn't something you enjoy.
• You prefer highly predictable work instead of solving a variety of technical problems.
• You find it frustrating when the solution to a problem isn't immediately obvious.

Support work often requires patience, curiosity, and a willingness to dig into problems until the root cause becomes clear.

What you get:

In return for your hard work and dedication, Yoko Co offers a flexible schedule, unlimited time off, a competitive salary, a profit share bonus (starting in your second year), the ability to work remotely, a personal development budget, and all US federal holidays and multiple weeks off at the end of the year to recharge. They also offset your entire carbon footprint. If you're in the US, they also offer health insurance, disability and life insurance, and 401(k) matching.

More about us:

At Yoko Co, we are a team of passionate individuals who care about the work we do, the clients we serve, and improving our craft. We value collaboration, positivity, and treating each other like fellow humans rather than just coworkers. As a remote company, we have been in business for over a decade and have been named a Best Place to Work by the Inc. 5000 and the Washington Business Journal.

To find out more or apply for this role, please use the following link:

Apply here