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
Common Responsibilities:
- 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
Bonus Skills To Set You Apart:
- 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.
- Exceptional troubleshooting abilities (ie. finding CSS and Javascript conflicts, determining whether a plugin might be causing a conflict)
- 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
What We Offer
Our company is fast-growing, bootstrapped, stable and profitable. This is a great opportunity to join a growing team of smart and enthusiastic people who believe in the mission of democratising e-commerce for even the smallest players.
Benefits:
- 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.
Location & Other Requirements
This is a remote position – our team is spread out all over the world. The company is based in Brisbane, Australia so company operating hours are 9am to 5pm AEST (UTC +10).
While it’s not required that you cover that exact timezone, you must be available during a portion of the day for informal/formal meetings & work assignments.
Other Requirements:
- 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.
Inclusion Statement
At Rymera Web Co, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique.
We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.
How To Apply?
If this sounds like a great fit for you, then please submit your application via email to careers@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).
Also note, don’t forget to proofread your application before submitting. Check spelling, capitalization, etc. This is your chance to make your application stand out from the crowd 🙂
We won’t be able to individually respond to each and every application, but if we feel you are a strong match, someone will be in touch with you shortly. Qualified candidates may be asked to do a simple support challenge.
Thanks and we look forward to hearing from you!